REQUEST FOR PROPOSAL (RFP) - Union Bank of India

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REQUEST FOR PROPOSAL (RFP)

FOR

Selection of Vendor for Supply, Installation, Integration, Maintenance and Support of Digital

Solution for Insurance Business

NOTE: This document contains 90 pages including this cover page

DIGITIZATION VERTICAL, 10th Floor, Naman Center, BKC, Bandra (E), Mumbai – 400 051

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DISCLAIMER

The information contained in this Request for Proposal (RFP) is provided to the Bidder(s) on

the terms and conditions set out in this RFP document. The RFP document contains

statements derived from information that is believed to be true and reliable at the date

obtained but does not purport to provide all of the information that may be necessary or

desirable to enable an intending contracting party to determine whether or not to enter into

a contract or arrangement with Bank in relation to the provision of services.

The RFP document is not a recommendation, offer or invitation to enter into a contract,

agreement or any other arrangement, in respect of the services. The provision of the services

is subject to observance of selection process and appropriate documentation being agreed

between the Bank and any successful Bidder as identified by the Bank, after completion of

the selection process as detailed in this document. No contractual obligation whatsoever shall

arise from the RFP process unless and until a formal contract is signed and executed by duly

authorized officers of Union Bank of India with the Bidder. The purpose of this RFP is to

provide the Bidder(s) with information to assist the formulation of their proposals. This RFP

does not claim to contain all the information each Bidder may require. Each Bidder should

conduct their own investigations and analysis and should check the accuracy, reliability and

completeness of the information in this RFP and where necessary obtain independent advice.

Union Bank of India makes no representation or warranty and shall incur no liability under

any law, statute, rules or regulations as to the accuracy, reliability or completeness of this

RFP. Union Bank of India may in its absolute discretion, but without being under any obligation

to do so, update, amend or supplement the information in this RFP.

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GENERAL INSTRUCTIONS TO BIDDERS

All bidders must note that this being E-tender, bids received only through online on e-tendering portal https://ubi.abcprocure.com shall be considered as an offer. Any bid submitted in physical form will not be received or opened and shall be summarily rejected. Procedure for submission of E-tender by bidder: Interested bidders who wish to participate should visit website https://ubi.abcprocure.com which is the ONLY website for bidding their offer. Further, the procedure is as follows:

1. Register your company in website https://ubi.abcprocure.com for obtaining a Login ID and Password.

2. Using the login ID, password and digital signature, login in to the tender portal to download the tender document. It is mandatory for the Bidders to have a valid Digital Signature Certificate – Signing and Encryption (Class – II or Class – III) issued by any of the valid Certifying Authority approved by Govt. of India as per IT Act, 2000. DSC on Organization name is required, if bidder want to participate on behalf of his/her Company.

3. Upload supporting documents by clicking “Mapped Documents”. Then submit the tender. Take a print screen of “Bid successfully submitted” message for reference.

4. Primary Contact Numbers:- +919904406300, +919510812960, +919265562821, +916354919566 email id: [email protected]

5. Alternate Contact Details.:-

a) Nandan Valera email: [email protected] Mob: 9081000427

6. System requirement for online bid submission:

a) Computer / Laptop (Notebook) with internet connection of minimum 256 kbps speed. b) Operating system - Windows XP Service pack -3 / VISTA/ Windows 7 or above.

7. Bidder must submit the offer before online closing date & time. The website will automatically stop accepting the offer after online closing date and time.

NOTE: Submission of any bid document through offline mode will not be accepted except Pre-Contract Integrity Pact (on plain paper) signed by authorized signatory and should be submitted on or before last date & time of bid submission.

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ABBREVIATIONS

The long form of some abbreviations commonly used in the document is given below:

Sl. No. Abbreviations Description

1 AD Active Directory

2 API Application Programming Interface 3 AV Anti-Virus

4 BIS Bureau of Indian Standards 5 CA Chartered Accountant

6 CRM Customer Relationship Management 7 CSP Cloud Service Provider

8 DC/DR Data Centre / Disaster Recovery 9 DIY Do It Yourself

10 DR SITE Disaster Recovery Site 11 DLP Data Loss Prevention

12 FGMO Field General Manager's Office 13 FI Financial Institution

14 GOI Government of India 15 GST Goods and Service Tax

16 IB/MB Internet Banking / Mobile Banking 17 IDS / IPS Intrusion Detection System/Intrusion Prevention System

18 IE Internet Explorer 19 iOS iPhone Operating System

20 IRDAI Insurance Regulatory & Development Authority of India 21 ISO International Organization for Standardization

22 LLP Limited Liability Partnership 23 NAC Network Access Control

24 NACH National Automated Clearing House 25 NBFC Non-Banking Financial Corporation

26 NDA Non-Disclosure Agreement 27 OCR Optical Character Recognition

28 OTP One Time Password 29 PCI DSS Payment Card Industry Data Security Standard

30 PO Purchase Order 31 RBI Reserve Bank of India

32 RFP Request for Proposal 33 RM Relationship Manager

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Sl. No. Abbreviations Description

34 RO Regional Office

35 SLA Service Level Agreement 36 SMS Short Message Service 37 SOP Standard Operating Procedure

38 SP Specified Person

39 SPOC Single Point of Contact 40 STP Straight Through Process 41 TCO Total Cost of Ownership

42 UAT User Acceptance Testing 43 ULIP Unit Linked Insurance Plan 44 VPN Virtual Private Network 45 WAF Web Application Firewall

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RFP for Selection of Vendor for Supply, Installation, Integration,

Maintenance and Support of Digital Solution for Insurance Business

************************************************************

TABLE OF CONTENTS

Sl. No. Particulars Page No. 1 Introduction 11

1.1 Profile of Union Bank of India 11

1.2 Introduction 11

2 Integrity Pact 11

3 Purpose 12

4 Objective 12

5 Invitation of Tender Bids 12

6 Scope of Work 13

6.1 Building & Implementing Solution for Digital Insurance Business

13

6.2 Lead Management 16

6.3 Renewal of Insurance Policies 16

6.4 Commission Reconciliation 17

6.5 SP Register Maintenance and Updation 17

6.6 Customer 360 Degree View 18

6.7 User Management / MIS / Reports / Dashboards / Returns

18

6.8 Workflow & Document Management System 19

6.9 Post Sales Service Handling 19

6.10 Training 20

6.11 Hosting 20

6.12 Data Integrity and Protection 20

6.13 General Scope 21

6.14 High Level Deliverables 22

7 Project Plan For Implementation 23

8 Infrastructure 23

9 Locations To Be Covered 24

10 Language Of Bid 24

11 Instructions For Bid Submission 24

11.1 Cost of RFP 24

11.2 Performance Bank Guarantee 24

11.3 Formats of Bid 25

11.4 Bid Validity Period 25

11.5 Amendment of Bidding Documents 25

11.6 Disqualification 26

11.7 Contact Details of Bidder – SPOC 26

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11.8 Authorization to Bid 26

11.9 Requests for Information 26

12 RFP Preparation and Submission 27

12.1 General Guidelines 27

12.2 Technical Bid 28

12.3 Commercial Bid 30

12.4 Other terms and conditions of the RFP 30

12.5 Miscellaneous RFP Requirement 31

13 Evaluation of Proposals 31

13.1 Evaluation Phases 31 13.2 Phase 1 - Eligibility Criteria Evaluation 32 13.3 Phase 2 – Technical Proposal Evaluation 33 13.4 Phase 3 – Commercial Bid Evaluation 34 13.5 Selection Criteria 36 13.6 Preference to Make in India 36 13.7 Restriction on Procurement due to National

Security 37

14 Price Comparisons 38 15 Taxes And Duties 39 16 Right To Reject Bids 39 17 Modification And Withdrawal Of Bid 39 18 RFP Response 40 19 Intellectual Property Rights 40 20 Adherence To Cyber Security Systems 40 21 Liquidated Damages (LD) 41 22 Service Level Agreement 42 23 Payment Terms 45 24 Warranty 46 25 Annual Technical Support (ATS) 46 26 Authorized Signatory 47 27 Confidentiality 47 28 Indemnity 47 29 Representations and Warranties 49 30 Non Transferable Offer 49 31 Force Majeure 49 32 Responsibility For Completeness 50 33 Exit Clause 50 34 Termination Of Agreement 51 35 Contract Period 51 36 Audit And Inspection Of Records 51 37 Conflict Of Interest 52 38 RFP Ownership 52 39 Proposal Ownership 52 40 Tender//RFP Cancellation 52

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41 Publicity 53

42 Resolution Of Disputes, Arbitration, Jurisdiction 53

43 Non-Solicitation 53

44 Escrow Arrangement 54

45 Security 54

46 Recipient Obligation 55

47 Errors And Omissions 55

48 Acceptance Of Terms 55

ANNEXURES ANNEXURE I Bidder Profile 56

ANNEXURE II Bidders Acceptance 57

ANNEXURE III List of Documents To Be Submitted in Response to the RFP

58

ANNEXURE IV Board Resolution 59

ANNEXURE V List of Top Management Executives 60

ANNEXURE VI Pre – Bid Queries 61

ANNEXURE VII Information Security Certificate 62

ANNEXURE VIII Eligibility Criteria Compliance Sheet 63

ANNEXURE IX Technical Specifications 64

ANNEXURE X Unpriced Commercial Bid 66

ANNEXURE XI Commercial Bid 68

ANNEXURE XII Self-Declaration on not being blacklisted 70

ANNEXURE XIII Details of Experience (Implemented Projects) 71

ANNEXURE XIV Format for Performance Bank Guarantee 72

ANNEXURE XV SPOC Details 75

ANNEXURE XVI Know Your Employee (KYE) Clause 76

ANNEXURE XVII Status of Pending Litigations 77

ANNEXURE XVIII Authorization Letter Format 78

ANNEXURE XIX Format for Integrity Pact 79

ANNEXURE XX Bid Security Declaration 85

ANNEXURE XXI Hardware Sizing and Software/Tool Deliverable 86

ANNEXURE XXII List of Software/tools deliverable to the Bank 87

ANNEXURE XXIII Functional Compliance Sheet 88

ANNEXURE XXIV Technical Compliance Sheet 89

ANNEXURE XXV Certificate of Local Content 90

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UNIONBANK OF INDIA DIGITIZATION VERTICAL

10th Floor, Naman Center, BKC, Bandra (E), Mumbai – 400 051 ----------------------------------------------------------------------------------------------------------------------------------------------------------------------

SCHEDULE OF EVENTS

Union Bank of India, invites application for Selection of Vendor for Supply, Installation, Integration, Maintenance and Support of Digital Solution for Insurance Business. Please visit Bank’s website www.unionbankofindia.co.in or Government portal www.eprocure.gov.in for details. Proposal under RFP forms can be downloaded from GOI’s website or Bank’s web site or from e-procurement website https://ubi.abcprocure.com.

RFP Ref. No. & Date

UBI/DIGI/2021-22/03 dated 02-11-2021

Cost of RFP (non-refundable) Cost of RFP is waived off if bidder prefers to download the RFP document online. However, bidder is required to pay Rs.2,500/- for purchasing hardcopy from Digitization Vertical

Start Date & Time of issue of RFP/ Document Download

02-11-2021 at 11.00 AM

Last date and time of Downloading of RFP 25-11-2021 upto 3.00 PM

Last date and time for submission Of Bidding Document

25-11-2021 upto 4.00 PM

Date, Time and Venue of Pre-bid meeting 09-11-2021 (3.00 PM)

Union Bank of India Digitization Vertical 10th Floor, Naman Center, BKC, Bandra (E), Mumbai – 400 051

Last date of submission of any query

15-11-2021 up to 5.00 PM

Date, Time and Venue of Technical Bid Opening (Online)

25-11-2021 at 4.15 PM Union Bank of India Digitization Vertical 10th Floor, Naman Center, BKC, Bandra (E), Mumbai – 400 051

Contact Person for Queries / Clarifications Interested Bidders are requested to send the email to: [email protected], [email protected], Query mail shall contain following details:

(1) Name of company, (2) Contact person (3) Mailing address with Pin Code (4) Telephone No., Mobile No., email

address.

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NOTES:

a) The above dates are tentative and subject to change without any prior notice or intimation. Bidders should check Bank’s website www.unionbankofindia.co.in regularly for any changes / addendums to the above dates and/or any other changes to this RFP. Bidders to confirm with Bank the time & venue 1 day prior to any of the above scheduled event.

b) No queries will be entertained after last date of submission of any query as mentioned in this schedule.

c) All queries related to this RFP should be submitted in writing to above referred email address as per the schedule to enable the Bank to reply.

d) If a holiday is declared on the dates mentioned above, the bids shall be received / opened on the immediate next working day at the same time specified above and at the same venue unless communicated otherwise.

e) The Bank reserves the right to reject any or all applications without assigning any reasons whatsoever.

f) Bids once submitted will be treated as final and no further correspondence will be entertained on this. No bid will be modified after submission of bids. No bidder shall be allowed to withdraw the bid.

g) At any time prior to the last date for bid-submission, the Bank may, for any reason, whether at its own initiative or in response to clarification(s) requested by a prospective bidder, modify the RFP contents by amendment. Amendment will be published on Bank’s website as well as e-tendering website, and will be binding on bidders. The Bank shall not be liable for any communication gap. In order to provide prospective bidders, reasonable time to take the amendment into account for preparation of their bid, the Bank may, at its discretion, extend the last date for bid-submission. Further, the Bank reserves the right to scrap the RFP or drop the tendering process at any stage without assigning any reason.

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1. INTRODUCTION

1.1 Profile of Union Bank of India

1.1.1. Union Bank of India is one of the leading Public Sector Banks in India. The Bank is a listed entity and the Govt. of India holds 89.07 percent in Bank’s total share capital.

1.1.2. The Bank is having its Central Office at 239, Vidhan Bhavan Marg, Union Bank Bhavan, Nariman Point, Mumbai – 400021.

1.1.3. The Bank has a network of 9300+ domestic branches, 11800+ ATMs, 8216 BC points, serving over 120 million customers with 75000+ employees.

1.1.4. The total business of the Bank stood at Rs. 15.78 lac crore comprising of Rs. 9.24 lac crore deposits and Rs. 6.54 lac crore advances as of 31.03.2021.

1.1.5. The Bank has received several awards and recognition for its prowess in technology, digital banking, financial inclusion, MSME and development of human resources.

1.1.6. Further details of Bank, including profile, products and services are available on Bank’s website at https://www.unionbankofindia.co.in

1.2 Introduction

The Request for Proposal (RFP) is floated by the Bank to select vendor/technology player having expertise in supplying, installing, integrating and managing digital solution for online sales of insurance products including Life Insurance, General Insurance and Health Insurance, as specified by the Bank, subject to the bidder satisfying the eligibility criteria set out in this RFP document.

2. INTEGRITY PACT (IP)

Vendors/bidders/sellers, only those who commit themselves to Integrity Pact (IP) with the Bank, would be considered competent to participate in the bidding process. In other words, entering into this pact would be the preliminary qualification. IP shall cover all phases of contract i.e. from the stage of Notice Inviting Tenders (NIT)/Request for Proposals (RFP) till the conclusion of the contract i.e. final payment or the duration of warrantee/guarantee. Format of IP is attached as Annexure XIX for strict compliance. The following Independent External Monitors (IEMs) have been appointed by the Bank, who will review independently and objectively, whether and to what extent parties have complied with their obligation under the pact.

a. Dr. Meeran Chadha Borwankar, IPS (Retd.) E-mail- [email protected]

b. Smt. Bharathi Sivaswami Sihag, IAS (Retd.) E-mail- [email protected]

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3. PURPOSE

Union Bank of India is distributing Life Insurance, General Insurance and Health Insurance products of eight insurance companies under distribution tie-up with the Insurance companies. Presently, the sale of Insurance products is largely through the Branches in physical mode. Bank intends to open up its Digital Channels like mobile App and Website / Net Banking to offer end-to-end digital sales of insurance products and also post sales services. The Bank is also looking at revamping its sales process at the branches by adopting the industry best practices regarding paperless transactions through branch-assist model.

4. OBJECTIVE

4.1 The Bank has decided to float this RFP to achieve the following objectives:

4.1.1 To invite bids from Corporate Body/ Public or Private Ltd company/Public sector undertaking/ Partnership Firm/LLP/Autonomous body, for the scope of work and as per terms and conditions as outlined in this RFP.

4.1.2 To collaborate with a vendor/technology player which has an experience of providing Digital Solution for Insurance business.

4.1.3 To select vendor/technology player who can assist the Bank in building and implementing a robust, comprehensive Omni-channel Digital Insurance Solution for its customers. The Solution shall be robust, secure, comprehensive and scalable.

4.2 Following terms are used in the document interchangeably to mean:

4.2.1 Fin-tech player, Solution Provider, technology partner, Vendor and Bidder

means “Respondent to the RFP document” and carries the same meaning.

4.2.2 Words Solution, Platform, Software, used in this RFP has the same meaning and

are used interchangeably.

4.2.3 Customer of the Bank for the purpose of this RFP refers to account holders or

new customer acquired by the Bank as well as persons referred by customers

and staff of Union Bank of India.

5. INVITATION OF TENDER BIDS

This RFP is an invitation for bidder’s responses. No contractual obligation on behalf of the Bank whatsoever shall arise from the RFP process unless and until a formal contract is signed & executed by duly authorized officers of the Bank and the successful bidder. However, until a formal contract is prepared and executed, this offer together with Bank’s written acceptance & notification of award shall constitute a binding contract with the successful bidder. Bidders are expected to examine all instructions, forms, terms, specifications, and other information in the RFP document. Failure to furnish any information required by the RFP document or to submit a bid not substantially responsive to the RFP document in every respect will be at the Bidder’s risk and shall result in the rejection of its bid. The procedure and terms & conditions for submission of bid are enumerated in this RFP.

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All offers of the bidders shall be unconditional and once accepted whether with or without modifications by the Bank shall be binding between the Bank and such Bidder. The RFP Document can be downloaded from Bank’s Website www.unionbankofindia.co.in or from Government portal eprocure.gov.in or e-Procurement Portal ubi.abcprocure.com. The response should be uploaded online at the e-procurement Portal https://ubi.abcprocure.com

6. SCOPE OF WORK

Bank is acting as Corporate Agent for eight Insurance companies which includes life insurers, general insurers and standalone health insurers. Bank is looking at building comprehensive Omni-channel Digital Insurance Solution for its customers. The solution shall provide robust, secure, comprehensive and scalable platform. Bank is looking at collaborating with a vendor / technology partner which has an experience of providing Digital solution for Insurance business.

Vendor / technology partner shall help the Bank in implementing solution which has similar user experience (omni-channel) on all its digital assets like Mobile App, Internet Banking and Website as well as at Branches for branch users.

The scope of assignment includes but not limited to:

6.1 Building & Implementing Solution for Digital Insurance Business

6.1.1 To develop and implement digital solution for the existing as well as prospective customers of the Bank to buy Life Insurance, Non-Life insurance and Health Insurance products of the insurers having Corporate Agency tie-up with the Bank.

6.1.2 The Solution shall integrate with the eight existing tie-up insurers of the Bank and shall have the capability to integrate with more insurers as and when Bank on-boards new insurers under corporate agency tie-up.

6.1.3 Solution shall be implemented on Bank’s Mobile App, Website for DIY journeys and at Branches for assisted sales.

6.1.4 Solution shall have functionality of listing insurance products with features, premium calculation, policy data submission, associated document upload, policy status and policy issuance through Bank’s and Insurer’s API integration.

6.1.5 Solution shall have options to know current policy status, premium due status, policy copy, Benefit Illustration copy, policy changes, claim management system for filing claims and know claim status etc.

6.1.6 Integration of the Solution with Bank’s CBS (Core Banking system) , CRM (Customer Relationship Management) , Mobile Banking, Internet Banking, OCRM

6.1.7 Solution shall be integrated with the Bank’s Complaint Management Solution for end to end complaint / grievance management.

6.1.8 Solution shall support multiple products and multiple categories. 6.1.9 Development of APIs for exchange of information. 6.1.10 Real time exchange of data between the Bank and Insurers. 6.1.11 Product listing, Premium quote generation, Quote Comparison from multiple

insurers.

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6.1.12 The number of insurance products where end-to-end integration would be done

on Mobile App, Internet Banking and Branch Module would be 50 products from Life, General and Health Insurance. Products to be listed include Endowment Plans, ULIPs, Annuity Plans, Term Life Plans, Group & Retail Health Plans, Personal Accident, Byte-size/Sachet Insurance products, Critical illness cover, Top-up plans, Motor Insurance, Property Insurance, Travel Insurance, Shopkeepers policy etc. For the rest of the insurance products marketed by the Bank, Branch Module shall have the functionality to process the application by auto-populating customer data from CBS, manual entry of premium amount, product name, premium term, policy term. The information captured shall be transmitted to the insurer on real-time basis. Upon policy issuance, the Solution shall update policy vault through reverse feed. The entire insurance business of the Bank shall be routed through the Solution. The successful bidder has to integrate APIs of all tie-up insurer partners of the Bank. Product wise APIs include Premium Quote Generation, Proposal form APIs, Renewal APIs, Endorsement APIs, Policy / Claim Status APIs, Payment Gateway APIs, Policy Document APIs, Claim Submission APIs, Data sharing APIs etc. The bidder shall also integrate Bank’s API including but not limited to Core Banking System, CRM, E-mail/SMS Gateway, Payment Gateway, Complaint Management Solution, Mobile Banking Website and Internet Banking.

6.1.13 Bank is presently using the REST APIs. The successful bidder shall bring in minimum REST APIs to integrate the Solution with various systems.

6.1.14 Solution shall have functionality to perform insurance product suitability analysis.

6.1.15 The vendor shall bring Payment Gateway interface on its own to provide various payment options like Credit Card, Debit Card, UPI, Net-Banking of all banks etc. to the customers to buy and renew insurance policies.

6.1.16 The solution should be agnostic to all Operating systems, Browsers and Devices like Mobiles, Tablets etc. If the proposed solution is not compatible with any Operating system, Browser or Device it shall be informed while submitting the Bid.

6.1.17 The solution should be hosted as Managed services with entire responsibility of developing, running and maintaining the solution to be handled by the Technology Solution Provider.

6.1.18 Building seamless journey to enable customer to complete insurance buying process in Straight-Through-Process (STP) or assisted journeys as needed.

6.1.19 Functionality to trigger soft copy of the proposal form to customer mobile number / e-mail id through a web link. Upon clicking the link the duly filled and completed proposal form shall get displayed on the screen with an option to edit the details by the customer.

6.1.20 Functionality to provide option to the customer to validate the proposal form through OTP (mobile & email) / digital sign the proposal form. Authorization of Benefit Illustration (BI) in case of Life Insurance policies. (IRDAI Guidelines to be followed)

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6.1.21 Functionality to trigger soft copy of the proposal form to the Specified Person

(SP) mobile through a web link for validation and SP linking of the policy. Alternate mechanisms which are IRDAI compliant to be explored and implemented.

6.1.22 Solution shall provide the following Transaction Processing capabilities: New Policy initiation Policy renewal Recurring premium Endorsement Cancellations Online Claim Submission – Both Death claims and Maturity claims. Surrender of policy Switch from one scheme/fund to other in case of ULIP policies. Assignment / Re-assignment - Assignment of Policy from Assignor to the

Assignee and Re-assignment of policy to transfer rights & title of policy back to the original Assignor.

Lien – Invoke and Revoke of lien. Lien placement in case policy is given as collateral.

The above list is only indicative and not exhaustive. 6.1.23 In pre-underwritten products coming under STP (Straight Through Process), the

policy shall be issued instantly upon payment confirmation. Solution shall e-mail the Policy document to customer mail id and branch mail id.

6.1.24 In cases where the policy is to underwritten by the respective insurance company, branch will remit the premium and wait for the insurance company decision on policy issuance. Upon, policy issuance by the respective insurer, the reverse feed shall come to the Bank, through API and the Bank system shall be updated with the policy details. (Product Type, Product Name, Premium, Commission rate, Commission income, PPT, Renewal frequency etc.)

6.1.25 In case, the insurance company declines the proposal, the refund shall be initiated and the Bank system (CBS/CRM) shall be updated with the status as “Policy rejected, Premium refunded”.

6.1.26 The Solution shall have the provision to capture online e-NACH / Auto Debit mandates for seamless renewal of insurance policies.

6.1.27 The Solution shall have the provision to generate premium payment receipt. 6.1.28 The solution should have a facility of end-to-end audit trails for the logged in

user 6.1.29 Technology Solution Provider shall provide the Backup and monitoring tools. 6.1.30 Comprehensive Document Management – Track, Scan, Upload and store

Documents 6.1.31 Developing Framework where the third-party providers can push documents to

the system so there is a single repository of all the documents pertaining to the customers.

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6.2 LEAD MANAGEMENT

6.2.1 Developing Lead Management system for managing customer journey and integrating it with the CRM package of the Bank.

6.2.2 Customer level and lead level visibility to the Bank staff to assist customers in completing sales journey.

6.2.3 Lead allocation and distribution. 6.2.4 The solution shall have the feature to store each step of the Do-it-yourself (DIY)

journey of the customers on IB/MB for tracking complete customer journey for each visit initiated to buy insurance products. These steps include visit to home page, login, customers providing mobile numbers, completing the proposal form, dropped at payment page etc.

6.2.5 Journey drop-off management across channels. Capturing drop offs in online buying journeys and option to generate exhaustive reports for lead building for follow-ups and sales closure.

6.2.6 Provision to send SMS and e-mail to the customer at the time of the journey drop-off with link to resume the journey from the drop point.

6.2.7 Assigning each drop case on the DIY journey with unique lead ID and pushing the lead to the Bank’s CRM for follow-up and closure.

6.2.8 Multiple channels of communication with the customers – SMS, E-mail, WhatsApp etc. Option to send bulk SMSes, Email and whatsapp in single click.

6.2.9 All communication done with the customer to be logged for future references and can be accessed centrally at one place.

6.3 RENEWAL OF INSURANCE POLICIES

6.3.1 The solution shall provide option for payment of renewal premium for DIY as well

branch assisted journey. 6.3.2 The solution shall be integrated with Bank Server and Insurer for real time

information of the policy status. 6.3.3 Renewal of policies on Mobile App and Internet Banking

If customer is an existing Policy Holder, customer can link his policy

For linking the policy, customer makes some basic inputs like “Policy No. , Date of Birth etc.

Click on the register option and verifies with the OTP.

Once the policy is registered, customer can fetch and get the policy details.

Customer can choose to “Renew” the policy by clicking on the policy number and payment can be made by selecting the A/c number or other payment options through payment gateway.

Customer can also view past transactions from this menu. 6.3.4 Capability to send bulk SMSes, WhatsApp messages, e-mails to policyholders on

renewals in a single click. 6.3.5 An option shall be provided to branch user to key in the mobile number / PAN

and the policies linked to the mobile/PAN shall be displayed on the screen with renewal status.

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6.3.6 A query option to be provided to the Branch to know the status of the policy by

providing the policy number and the data of the insurance policy shall be auto populated through API integration with the respective insurer.

6.3.7 Upon payment of the renewal premium, data shall flow to the respective insurer on real time basis for updating their system.

6.3.8 If the policy in not renewed in time or premium is not paid timely, Branch should able to get the latest renewal premium including penal charges, if any.

6.3.9 Reverse feed from the insurer to the Bank with details of the product, Renewal Commission Income Rate, Renewal Premium Commission Income etc.

6.3.10 To capture the data of the policies auto-renewed through e-NACH / Auto Debit mandates captured at the time of policy sell.

6.3.11 Option to generate renewal premium payment receipt in the solution.

6.4 COMMISSION RECONCILIATION

6.4.1 The solution shall provide comprehensive commission reconciliation tools with

exception handling capabilities. 6.4.2 Commission entitlement calculation for each transaction & persistency based

claw-back. 6.4.3 The solution shall have capability to capture commission income for all

transactions including New Premium Collection, Renewal Premium Collection through all modes.

6.4.4 System shall calculate applicable commission income to the Bank in STP cases. 6.4.5 In cases, requiring underwriting, system shall update the applicable commission

to the Bank through a reverse feed from the insurer. 6.4.6 The solution shall be able to handle exceptions like – Free look cancellations,

Refunds, Cancellation since inception, short premium, excess premium, change of product etc.

6.4.7 The solution shall have capability to capture reverse feed from the insurer to the Bank with details of the product, Renewal Commission Income Rate, Renewal Premium Commission Income etc.

6.4.8 Generation of the monthly commission statement (Insurer wise, Business Segment wise etc. New and Renewal Commission break-up). The commission statement generated would be utilized to reconcile the actual commission income received from the respective insurance companies.

6.5 SP REGISTER MAINTENANCE AND UPDATION

6.5.1 The solution shall have the capabilities to create master Specified Person (SP)

File capturing the SP details with provision to upload SP data through an excel file. It shall also have functionality to tag one SP to multiple branches as well as one branch having multiple SPs.

6.5.2 Admin Rights to the Department for uploading data. 6.5.3 Maintenance of SP Register as per IRDAI norms.

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6.5.4 SP Management – Generation of reports where SP licence expiring in the next 3

months, removal of SP from the list upon expiring of SP licence, Renewal of SP in the master data file, change in Branch - SP mapping etc.

6.5.5 Capability to Auto tag SPs in pre-underwritten products. 6.5.6 Mapping alternate SP in case the call is failed, system has to push the proposal

to the alternate SP after 2 attempts.

6.6 CUSTOMER 360 DEGREE VIEW

6.6.1 The Solution shall facilitate Bank in having 360 Degree view of the customer with linking of the insurance business with Cust_Id of the customer. Real time updation of the CBS/CRM on policy issuance including renewal premium.

6.6.2 The Solution shall have the capability to update CBS/CRM on issuance of insurance policy to the bank customer by any insurance company.

6.6.3 The policy shall be linked to the Cust_ID of the customer. 6.6.4 Upon invoking the “Custview” menu in Finacle and input of Cust_ID, the policy

details shall also be reflected in addition to the banking products availed by the customer.

6.6.5 The solution shall support to calculate “Total Customer Relationship” Value of the customer by capturing benefits accrued to the Bank on Insurance Business.

6.6.6 The data to be captured include product availed, policy status, commission income earned since policy start etc. including new and renewal premium.

6.6.7 Back-end reconciliation of all the customers who have bought insurance policies in the past so as to identify the total holdings of the customers.

6.6.8 Repository of the documents.

6.7 USER MANAGEMENT / MIS / REPORTING / DASHBOARDING / RETURNS

The Solution should have the following functionalities: 6.7.1 Creating Organization Master (Hierarchy – FGMO/RO/Branch/RM/SP) 6.7.2 User Management Module – Login/Password Management, Assigning Rights and

Access privileges. 6.7.3 Creating Products Masters, Commission Tables 6.7.4 Reports for the customers. 6.7.5 Collection Report for the users (Date range wise, hierarchy wise etc) 6.7.6 Graphical Dashboards at all levels – SP / Branch / RO / FGMO / CO 6.7.7 Dashboards shall be exhaustive with details as under:

Insurer wise

Product wise

Branch / RO / FGMO – Actual, Market share Premium / Income wise

Campaign Dashboards

Data analytics

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6.7.8 Generation of reports with option to categorize customers basis pre-defined

rules. 6.7.9 Commission reconciliation reports. 6.7.10 Transaction report by payment methods, success rates channel wise. 6.7.11 Employee (SP) performance report for sales assistance platform 6.7.12 Customer retention report by month and product. 6.7.13 Conversion report by lead source, product. Assisted vs Unassisted sales. 6.7.14 Drop rates report by product. Third part analytics tools to be used (eg - Google

Analytics) 6.7.15 Generation of the monthly commission statement (Insurer wise, Business

Segment wise etc., New and Renewal Commission break-up). The commission statement generated shall tally with the actual commission income received from the respective insurance companies.

6.7.16 Provision to send automated reports periodically based on pre-existing rules & configuration

6.7.17 Capability to get “Ready to Generate” IRDAI Reports as per the prescribed format.

6.7.18 Any other reports that may be required by the bank

6.8 WORKFLOW AND DOCUMENT MANAGEMENT SYSTEM The vendor shall bring its own Document Management system (DMS). However, the Bank will provide the hardware storage for documents. DMS shall provide the following functionalities:

a) Logging, routing and tracking customer request documents electronically b) Ability to store and retrieve documents c) Referral tracking d) Integration with scheduling e) Document workflow, storage and retrieval

6.9 POST SALES SERVICE HANDLING

6.9.1 Customer Self Service :- The solution shall offer the following post sales service

functionalities to the customers on self-service basis:

Service to print policy copy and premium receipt

Policy status of new as well as existing policy. Policy endorsement

Know Policy details – Benefits

Renewal of policy – payment of renewal premium

File a claim and track it on real time.

Access to List of Hospitals, Insurer Branch List and Motor Garage locations etc. Raise a Service Request and upload missing documents against specific policy.

History of previous transactions – premium payments, claims etc. 6.9.2 Above services shall also be made available to the branch users for all customers

for providing assisted post-sales support. 6.9.3 Integration of the Solution with Bank’s chat-bot for handling queries.

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6.10 TRAINING

The Bidder will be responsible for training the Bank’s employees as per the following criteria:

6.10.1 Training to the User Vertical/Department/IT staff in the areas of implementation, Integration, migration, operations, management, error handling, system administration, etc. The maximum number of such trainees would be limited to 20.

6.10.2 Training to the selected staff of Zonal Offices, Regional Offices, Staff Training Centers and Insurers Business Development Managers (BDMs) in the areas of platform usage, report generation, debugging, management etc. The maximum number of trainees would be limited to 300.

6.10.3 Bidder has to organize the trainings virtually in batches as per the date, time, virtual mode decided by the Bank, post implementation of the platform.

The successful Bidder is expected to deliver to the Bank one physical copy and one electronic copy of documentation for each of the deliverables and online context sensitive help module included in the software to enable the Bank’s personnel to use and understand the operations of the deliverables. The Bank may make additional copies of the Bank specific documentation for their internal use. Bidder shall also prepare and supply Frequently Asked Questions (FAQs) and Video Files for usage by customers and Bank staff for creating awareness on the platform usage.

6.11 HOSTING

6.11.1 The Solution shall support cloud native architecture. 6.11.2 The solution should be hosted on Bank’s private cloud with any up-gradations

to latest Industry standards either on account of redundancy of the current platform (Hardware/Software) or availability of a newer version to be provided by the Technology Solution Provider at no extra cost.

6.11.3 There should be a portal/workflow to manage the deployments of solution over time. This portal will be used for any new releases, patches or production updates which have to be done through the written approval of the Bank

6.11.4 Development & Training, Testing and Staging environments shall be required

6.12 DATA INTEGRITY AND PROTECTION

6.12.1 All the data generated from the solution will be Bank's proprietary data which cannot be shared with any 3rd party without the express written permission of the bank for any purposes which may be to improve the solution.

6.12.2 The Technology Solution Provider shall always ensure the safety of the data held within the solution and ensure that it is protected with the utmost standards of security and only requisite people have access to it through prior permission for any debugging purpose.

6.12.3 Information should travel in encrypted format from end to end.

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6.12.4 All the parameters in the request and response should be properly validated 6.12.5 API encryption and security must be ensured. 6.12.6 Data encryption and security is maintained at all levels i.e. Data at Rest, Data

in Motion and Data in Use.

6.13 GENERAL SCOPE

6.13.1 The offered solution should be compatible with on-premise Private cloud environment.

6.13.2 The solution should be able to integrate with Bank’s Security Operation Centre for monitoring purpose.

6.13.3 The solution should be able to detect if the services are being used using VPN. 6.13.4 The solution should be portable from on-premise/Bank’s cloud to public cloud

model, if required by the Bank in future. 6.13.5 Bidder shall provide onsite support during the complete implementation phase

and thereafter also for smooth running of the platform. 6.13.6 IP White-listing: The service provider must have the capability of IP white-

listing to restrict access to the solution from a limited number of known locations / IP addresses both for accessing the service as well as for accessing Platform administrative consoles.

6.13.7 The solution should have proper ticketing-based support mechanism. 6.13.8 The data should be stored in encrypted form with Bank’s encryption key 6.13.9 The solution should support single sign on for Bank’s agent from Bank’s AD

system. (SSO Authentication). 6.13.10 The solution should have capability to fraud check. Solution should able to

identify if any suspicious browser plug-in is working on client side. 6.13.11 The vendor shall bring tools required for sanity testing and also conduct sanity

testing of the application. 6.13.12 The solution provider should handle all the aspects related to up keep of the

solution and should provide required onsite support. 6.13.13 The solution should support system level monitoring/alerting/auditing/

logging. 6.13.14 The proposed solution shall be hosted on Bank’s on-premise hyper-converged

cloud in Red Hat Linux 7 or higher / Windows Server 2012 or higher. However, solution should have capability to migrate to any other platform as per the Bank’s requirement. Bank shall provide Hardware, Operating System and Oracle Database.

6.13.15 There should be a FAQ (Frequently Asked Questions) or help section for user to get answers to basic questions pertaining to the usage of the platform and terms and conditions.

6.13.16 The Technology Solution Provider should have a support team to resolve branch/customer queries related to the platform.

6.13.17 The solution should be designed keeping the Bank's branding guidelines in mind and each component of the user interface should be uniquely designed in accordance with the guidelines. The UI/UX should be attractive and customer friendly.

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6.13.18 The solution to be able to support 5000 number of users concurrently on peak. If there is any increase in user load above the projections, the Technology Solution Provider should match it to achieve the desired performance.

6.13.19 Solution should be flexible to include any future developments in the requirements. Solution should be compatible to integrate with the new/updated/revised Mobile app and Internet Banking Platform of the Bank.

6.13.20 In case, if any open source product is used to develop the solution then the technology solution provider have to arrange for suitable support mechanism for troubleshooting, latest patches, updates and upgrades.

6.14 HIGH LEVEL DELIVERABLES

6.14.1 Implement Solution on Bank’s existing Mobile App, Website/Net-Banking and Branches for paperless sales of insurance products including Life Insurance, General Insurance and Health Insurance.

6.14.2 Integrating Bank’s API and Insurers APIs with the Solution for seamless data/information exchange on a real time basis.

6.14.3 Solution should be scalable to integrate with Bank’s Contact Centre, Email, SMS Systems, Online Account Opening, web chat-bot, etc in addition to Bank’s CBS, Mobile App, Net-Banking and CRM.

6.14.4 The solution shall provide Product listing, Premium quote generation, Quote Comparison from multiple insurers.

6.14.5 The solution shall have functionality to provide information on current policy status, premium due status, policy copy, Benefit Illustration copy, policy changes, claim management system to file claim and know claim status etc

6.14.6 Journey drop-off management across channels. Capturing drop offs in online buying journeys and option to generate exhaustive reports for lead building for follow-ups and sales closure.

6.14.7 The solution shall have the capability to conduct V-KYC/E-KYC. 6.14.8 The solution shall provide comprehensive commission reconciliation tools

with exception handling capabilities. 6.14.9 The Solution shall facilitate Bank in having 360 Degree view of the customer

with linking of the insurance business with Cust_Id of the customer. Real time updation of the Finacle server on policy issuance including renewal premium.

6.14.10 The solution shall be Regulatory Compliant 6.14.11 The solution shall have modules to create Organization Hierarchy, User

Management, assigning Rights to users, SP Management, Customer Dashboards, Bank users Dashboards and Reports as per the requirement of the Bank.

6.14.12 The solution shall support the Bank in undertaking Digital Marketing activities – Sending bulk Messages and mail on a single click, App Notifications, capturing drops in the journey, pushing leads to Bank’s CRM etc.

6.14.13 The vendor shall provide training support to the Bank officials in the areas of implementation, Integration, migration, operations, management, error handling, system administration, solution usage, report generation, debugging, management etc.

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6.14.14 To provide the hardware sizing for implementation of the Solution, both in

DC and DR setup. Bank will provide the required infrastructure and decide the actual implementation during the contract period. Selected vendor must install, customize and configure all the required software for testing on the given hardware.

6.14.15 Selected vendor should be required to undertake all testing tasks from the beginning of project; render requisite services and adhere to the testing standards

6.14.16 Selected vendor should provide on-site training to the Bank staff/third party vendor for conducting UAT (User Acceptance Testing).

6.14.17 All the SLA defined must be adhered to by the vendor for providing the on-time & quantity outputs.

6.14.18 The vendor should comply all the regulatory requirements and should always be ready to provide logs, reports or cases as and when demanded.

6.14.19 Selected vendor to conduct DC & DR activity as per the BCP policy of the Bank

6.14.20 The solution shall adhere to the Bank’s cyber security and audit norms.

7. PROJECT PLAN FOR IMPLEMENTATION

Bidder should adhere to the following timelines for completion of the scope of work. The solution should be implemented as per project scope within a period of 16 weeks in totality from the date of Purchase Order/acceptance of Purchase order.

S. N Activities Duration

1 Requirement Gathering & BRD Submission 2 Weeks 2 Finalization of UI/UX, BRD Sign-off 2 Weeks 3 Deployment & installation of Solution along with

Bank’s API integration 2 Weeks

4 Implementation and UAT acceptance of the Solution on Bank’s Mobile App & Internet Banking

4 Weeks

5 Go-live on Internet Banking and Mobile Banking 1 Week

6 Implementation and UAT acceptance of the Solution at Branches

4 Weeks

7 Go-live of Branch module 1 Week

TOTAL TIME 16 Weeks

8. INFRASTRUCTURE

The proposed solution may be hosted on Bank’s on-premise hyper-converged cloud in Red Hat Linux 7 or higher / Windows Server 2012 or higher. However, solution should have capability to migrate to any other platform as per the Bank’s requirement. Bank shall provide Hardware, Operating System and Oracle Database. However, the selected bidder has to provide hardware sizing as per Annexure -XXI so that CPU utilization of any server/

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appliance should not go beyond 70%. Bidder should also provide the Software/tool and any other required deliverables as per Annexure -XXII. Oracle Database licenses will be provided by the bank. If proposed solution requires any other database other than Oracle, bidder has to provide database and absorb the cost within the TCO. Successful bidder should also complete Installation, Configuration, Customization, Maintenance and Support of the Solution. The successful bidder must design the solution with high availability & secure infrastructure in Data Centre and Disaster Recovery site as per Industry accepted security standards and best practices.

9. LOCATIONS TO BE COVERED

The Solution should be installed on Primary site in Mumbai and Disaster Recovery (DR) Site, Bengaluru. However, the Bank reserves the right to change locations/add new locations such as Metro cities/State capital as per Bank’s requirement.

10. LANGUAGE OF BID

The response/bid prepared by the Bidder, as well as all correspondence and documents, along with the recommendations/acknowledgements from their existing clients, relating to the Bid exchanged by the Bidder and the Bank and supporting documents and printed literature shall be in English language only.

11. INSTRUCTIONS FOR BID SUBMISSION

11.1 Cost of RFP

11.1.1 Cost of RFP is waived off if bidder prefers to download the RFP document online. However, bidder is required to pay Rs.2,500/- for purchasing hardcopy from Digitization Vertical of the Bank.

11.1.2 RFP document can also be downloaded from the Bank's website www.unionbankofindia.co.in or from Government tender portal www.eprocure.gov.in or from E-procurement site ubi.abcprocure.com.

11.1.3 All costs and expenses (whether in terms of time or material or money) incurred by the Recipient/Bidder in any way associated with the development, preparation and submission of responses, including but not limited to attendance at meetings, discussions, demonstrations, etc. and providing any additional information required by the Bank, will be borne entirely and exclusively by the Bidder.

11.2 Performance Bank Guarantee

The successful bidder shall provide a Performance Bank Guarantee within 30 days from the date of receipt of the order or signing of the contract whichever is earlier in the format as provided in Annexure-XIV, for 5% of TCO for the entire period of the contract

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i.e. 3 years, with a claim period of 1 year and such other extended period as the Bank may decide for due performance of the project obligations. The Performance Bank Guarantee should be of that of scheduled commercial Bank, other than Union Bank of India. In the event of non-performance of obligation or failure to meet terms of this tender the Bank shall be entitled to invoke the performance guarantee without notice or right of demur to the successful bidder. Any amount pending for payment due to non-achieving of milestone/s set under the agreement or any other reason solely attributable to the successful bidder should be included in the remaining amount of the contract value. The Bank reserves the right to recover any dues payable by the selected bidder from any amount outstanding to the credit of the selected bidder, including the pending bills and/or invoking Performance Guarantee, if any, under this contract. If the Performance bank guarantee is not submitted within the stipulated time, the Bank reserves the right to cancel the order / contract and the earnest money deposit taken from the successful bidder, will be forfeited The performance Bank Guarantee shall be liable to be invoked on account of:

Delay in performing the obligations, Quality of deliverables being not up to the satisfaction of the Bank, Violation of the terms and conditions of the assignment of contract, Sharing of information with outside parties, or Failure to submit renewed performance Bank Guarantee during the continuation

of the Agreement, if so required.

11.3 Formats of Bid

The bidders should strictly use the formats prescribed by the Bank in the RFP for submitting eligibility, technical and commercial bids. The Bank reserves the right to ascertain information from the Banks and other institutions to which the bidders have rendered their services for execution of similar projects.

11.4 Bid Validity Period

RFP responses must remain valid and open for evaluation according to the terms for a period of six months from the date of closing of RFP. The price quoted in final commercial offer will be valid for at least 6 months from the date of offer.

11.5 Amendment of Bidding Documents Prior to the last date for bid-submission, Bank may, for any reason, whether at its own initiative or in response to clarification(s) sought from the prospective Bidders, modify the RFP contents/ covenants by amendment. Clarification /amendment, if any, will be notified on Bank’s website https://www.unionbankofindia.co.in. No individual communication would be made in this respect.

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In order to provide, Bidders, reasonable time to take the amendment into account for preparing their bid, the Bank may, at its discretion, extend the last date of submission of bids.

11.6 Disqualification Any form of canvassing/lobbying/influence/query regarding short listing, status etc. shall be a disqualification. Bank shall reject responses to the RFP without assigning any reasons to respondent.

11.7 Contact Details of Bidder - SPOC

Bidder will have to appoint a single point of contact (SPOC) representing the bidder for the entire RFP process and evaluation. Bank will direct any communication regarding the process to this single point of contact. Any change in the single point of contact of Bidder must be informed to Bank by email immediately. SPOC details shall be provided as per Annexure-XV

11.8 Authorization to Bid:

11.8.1 The proposal/ bid being submitted would be binding on the Bidder. As such, it

is necessary that authorized personnel of the firm or organization sign the bid documents. The designated personnel should be authorized by a senior official of the organization having authority.

11.8.2 All pages of the bid shall be initialed by the person or persons signing the bid. 11.8.3 Bid form shall be signed in full & official seal affixed. 11.8.4 Any inter-lineation, erasure or overwriting shall be valid only if they are

initialed by the person or persons signing the Bid. 11.8.5 All such initials shall be supported by a rubber stamp impression of the Bidder’s

firm. 11.8.6 The proposal must be accompanied with an authorization letter as per

Annexure-XVIII duly signed by the designated personnel providing a bid commitment. The letter should also indicate the complete name and

designation of the designated personnel.

11.9 Requests for Information

11.9.1 Bidders are required to direct all communications for any clarification related to

this RFP to Digitization Vertical, Union Bank of India. 11.9.2 All questions relating to the RFP, technical or otherwise, must be in writing and

addressed to the addresses mentioned in schedule of events. Interpersonal communications will not be entered into and a Bidder/Respondent will be disqualified if attempting to enter into such communication. Respondent must communicate the same in writing (email only) as per the schedule provided in schedule of events. The Bank will try to reply, without any obligation in respect

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thereof, every reasonable query raised by the Respondents in the manner specified. However, the Bank will not answer any communication initiated by the Bidders/Respondents later than the last date of submission of any query / receiving clarifications/ reporting any error as mentioned in Important RFP Details Table. However, the Bank may in its absolute discretion seek, but under no obligation whatsoever, additional information or material from any Respondents after the RFP closing date and all such information and material provided must be taken to form part of that Respondent’s response. Respondents should invariably provide details of their valid email address (es) as responses to queries will only be provided to the Respondent via email. If Bank in its sole and absolute discretion deems that the originator of the query will gain an advantage by a response to a question, then Bank reserves the right to communicate such response to all Bidders/Respondents. Bank’s replies will be final and acceptable to all bidders. Bank may in its absolute discretion engage in discussion or negotiation with any Respondent (or simultaneously with more than one Respondent) after the RFP closing date to improve or clarify any response.

12. RFP PREPARATION AND SUBMISSION

12.1 General Guidelines

12.1.1 The Bidder’s proposal must effectively communicate their solution and be formatted strictly in the specified formats, in order for the Bank to assess the alternatives. Any response not adhering to the specified formats is liable to be rejected.

12.1.2 The bidders have to submit bid through online except Integrity Pact. All documents as per requirement of RFP must be uploaded on the site https://ubi.abcprocure.com. Integrity Pact (IP) must be submitted physically in a sealed cover at the following address on or before scheduled date and time. To : The General Manager, Digitization Vertical 10th Floor, Naman Center, BKC, Bandra (E), Mumbai – 400 051 Bank may, at its discretion, extend this deadline for submission of bids by releasing corrigendum to this tender document.

12.1.3 The Bid should comprise the following components: 12.1.4 Technical Bid – Part I: “Technical Bid for Selection of Vendor for Supply,

Installation, Integration, Maintenance and Support of Digital Solution for Insurance Business”

12.1.5 Commercial Bid – Part II: “Commercial Bid for Selection of Vendor for Supply, Installation, Integration, Maintenance and Support of Digital Solution for Insurance Business”.

12.1.6 Any bid document not conforming to any one of the above terms will be rejected.

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12.2 Technical Bid

12.2.1 The Technical Bid – Part I should be complete in all respects and contain all

information asked for in this document. It should not contain any price information.

12.2.2 The Technical Bid - Part I must be submitted online. 12.2.3 The following Annexures are to be submitted online at the e-procurement site

https://ubi.abcprocure.com: Annexure I: Bidder Profile Annexure II: Bidders Acceptance Annexure III: List of Documents to Be Submitted in Response to the RFP Annexure IV: Board Resolution Annexure V: List of Top Management Executives Annexure VII: Information Security Certificate Annexure VIII: Eligibility Criteria Compliance Sheet Annexure IX: Technical Specifications Annexure X: Unpriced Commercial Bid Annexure XII: Self-Declaration on not being blacklisted Annexure XIII: Details of Experience (Implemented Projects) Annexure XV: SPOC Details Annexure XVI: Know Your Employee (KYE) Clause Annexure XVII: Status of Pending Litigations Annexure XVIII: Authorization Letter Format Annexure XIX: Format for Integrity Pact Annexure XX: Bid Security Declaration Annexure XXI - Hardware Sizing and Software/Tool Deliverable Annexure XXII - List of Software/tools deliverable to the Bank Annexure XXIII: Functional Compliance Sheet Annexure XXIV: Technical Compliance Sheet Annexure XXV: Certificate of Local Content Photocopies of relevant documents / certificates as proof in support of various information submitted in aforesaid annexure and other claims made by the bidder.

12.2.4 The bidder should ensure that all the Annexure should be submitted as prescribed by the Bank. In case it is not in the prescribed format, it is liable to be rejected.

12.2.5 Integrity Pact on plain paper, as per Annexure XIX, duly signed by authorized signatories of the company/Firm/Organization is to be submitted in original in a sealed cover to Union Bank of India, Digitization Vertical, 10th Floor, Naman Center, BKC, Bandra (E), Mumbai – 400 051 as well as in online mode on or before last date & time of bid submission.

12.2.6 Non submission of Integrity Pact at the time of bid submission will be liable for rejection of bid.

12.2.7 Bidders are expected to examine all terms & conditions, instructions contained in this RFP document. Failure to provide all requested information will be at bidder’s own risk and may result in the rejection of the bid.

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12.2.8 The Bid should be signed by the authorized signatory of the bidder. A power of

attorney to that effect shall be submitted by the bidders and should be uploaded online on portal along with technical bid.

12.2.9 Photocopies of relevant documents / certificates as proof in support of various information submitted online in aforesaid annexure and other claims made by the bidder.

12.2.10 Deviations from RFP Scope and terms & conditions such as assumptions, exclusions, out of scope, etc. if any, is submitted by bidder as part of response through solution document or any other documents, it will not be considered by Bank.

12.2.11 All the annexure should be submitted online. Annexures must be on the letter head of bidder duly signed with seal of the company. Photocopies of relevant documents / certificates as proof in support of various information submitted in aforesaid annexure and other claims made by the vendor.

12.2.12 Detailed Architecture of the proposed solution with various features/functions of the system/sub-system including fail-over methodology/strategy at both Primary & DR Site.

12.2.13 Documents and brochures pertaining to product that will be deployed in the proposed solution including testing plan, road map, workflow and procedures etc.

12.2.14 Signed & Sealed copy of all the pages of RFP and corrigendum if any, to be submitted online along with the technical bid.

12.2.15 The bidder should ensure that all the annexure is submitted as prescribed by the Bank. In case it is not in the prescribed format, it is liable to be rejected.

12.2.16 The Bank reserves the right to resort to re-tendering without providing any reason whatsoever. The Bank shall not incur any liability on account of such rejection.

12.2.17 The Bank further reserves the right to reject any or all offers based on its own evaluation of the offers received, or on the basis of stability, capabilities, track records, reputation among users and other similar features of a bidder.

12.2.18 The Bank reserves the right to disqualify the bidder/(s) if bidder/(s) have not completed any project successfully in Union Bank of India in stipulated time i.e. supply, Installation, Implementation, migration, upgradation, support etc.

12.2.19 The Bank reserves the right to modify any terms, conditions or specifications of RFP before date of submission of bids. Bidder has to submit bid documents as per the changes/ modifications while submitting the bid. Notification of amendments/corrigendum will be made available on the Bank’s website (www.unionbankofindia.co.in), Govt. Tender Site and e-procurement site https://ubi.abcprocure.com and will be binding on all bidders and no separate communication will be issued. In order to allow prospective bidders reasonable time in which to take the amendment into account in preparing their bids, the Bank, at its discretion, may extend the deadline for a reasonable period as decided by the Bank for the submission of bids. No post bid clarification of the bidder shall be entertained.

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12.3 Commercial Bid

The commercial offer must not contradict the Technical offer in any way and should include the cost of all the items offered. The suggested directive for Commercial offer is as follows:

12.3.1 The Commercial Bid – Part II should be submitted online at the e-Procurement site as per Annexure-XI by way of entering the values in the format provided at the site. This must contain all prices in Indian rupees (INR).

12.3.2 The vendors should not offer any options or any conditional offers to the Bank while giving the price information. The offer should strictly be in conformity with the items as specified by the Bank. Any deviations may lead to disqualification of the bid.

12.4 Other terms and conditions of the RFP

12.4.1 Responses to this RFP should not be construed as an obligation on the part of

the Bank to award a purchase contract for any services or combination of services. Failure of the Bank to select a bidder shall not result in any claim whatsoever against the Bank. The Bank reserves the right to reject any or all bids in part or in full, without assigning any reason whatsoever.

12.4.2 By submitting a proposal, the successful bidder agrees to promptly contract with the Bank for the work awarded to the successful bidder. Failure on the part of the awarded bidder to execute a valid contract with the Bank will relieve the Bank of any obligation to the bidder, and a different bidder may be selected based on the selection process.

12.4.3 The bidder shall represent and acknowledge to the Bank that it possesses necessary experience, expertise and ability to undertake and fulfill its obligations, involved in the performance of the provisions of this RFP. If any services, functions or responsibilities not specifically described in this RFP are an inherent, necessary or customary part of the deliverables or services and are required for proper performance or provision of the deliverables or services in accordance with this RFP, they shall be deemed to be included within the scope of the deliverables or services, as if such services, functions or responsibilities were specifically required and described in this RFP and shall be provided by the bidder at no additional cost to the Bank. The bidder also acknowledges that the Bank relies on this statement of fact, therefore neither accepting responsibility for, nor relieving the bidder of responsibility for the performance of all provisions and terms and conditions of this RFP, the Bank expects the bidder to fulfill all the terms and conditions of this RFP. The modifications, which are accepted by the Bank, shall form a part of the final contract.

12.4.4 All terms and conditions, payments schedules, time frame for expected service levels as per this tender will remain unchanged unless explicitly communicated by the Bank in writing to the bidder. The Bank shall not be responsible for any judgments made by the bidder with respect to any aspect of the Service. The bidder shall at no point be entitled to excuse themselves from any claims by the Bank whatsoever for their deviations in confirming to the terms and

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conditions, payments schedules, expected service levels etc. as mentioned in this tender document.

12.5 Miscellaneous RFP Requirement

This tender document may undergo change by either additions or deletions or modifications before the actual award of the contract by the Bank. The Bank also reserves the right to change any terms and conditions including eligibility criteria of the tender document and its subsequent addendums as it deems necessary at its sole discretion.

12.5.1 No Commitment to Accept Lowest bid or Any Tender – The Bank shall be under no obligation to accept the lowest price bid or any other offer received in response to this Tender notice and shall be entitled to reject any or all offers including those received late or incomplete offers without assigning any reason whatsoever. The Bank reserves the right to make any changes in the terms and conditions of purchase. The Bank will not be obliged to meet and have discussions with any Bidder, and / or to listen to any representations unless there is change in the terms and conditions of purchase. The Bank further reserves the right to reject any or all offers based on its own evaluation of the offers received, or on the basis of stability, capabilities, track records, reputation among users and other similar credentials of a bidder. When the Bank makes any such rejection, the Bank will not be bound to give any reason and/or justification in this regard to bidder.

12.5.2 Erasures or Alterations – The offers containing erasures or alterations will not be considered. There should be no hand-written material, corrections or alterations in the offer. Technical details must be completely filled up. Correct technical information of the product being offered must be filled in. Filling up of the information using terms such as “OK”, “accepted”, “noted”, “as given in brochure manual” is not acceptable. The Bank may treat the offers not adhering to these guidelines as unacceptable.

12.5.3 The price payable to the Bidder shall be inclusive of carrying out any modifications changes / upgrades to the application and other software that is required to be made in order to comply with any statutory or regulatory requirements or any industry-wide changes arising during the subsistence of the contract/ agreement, and the Bank shall not pay any additional cost for the same. The Bidder needs to provide with the details about all such items considered in the RFP.

13. EVALUATION OF PROPOSALS 13.1 Evaluation Phases: The objective of adopting this evaluation methodology is

to facilitate the selection of the eligible Bidders who propose the best business-technology solution integration which is also a cost-effective solution over a period of the contract. The commercial evaluation would be based on the Total Cost of Ownership/Tender (TCO) that appropriately meets the business requirements of the Bank. The bid would be first evaluated for the eligibility criteria, then for technical soundness and then for the commercials. All bids

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shall be evaluated at the sole discretion and determination of the Bank. The evaluation will be a three-phase process:-

Phase 1 – Eligibility Criteria Evaluation Phase 2 – Technical Proposal Evaluation Phase 3 – Commercial Bid Evaluation

13.2 Phase 1 - Eligibility Criteria Evaluation

13.2.1 The Bidder needs to comply with all the eligibility criteria as per below table. Non-compliance to any of these criteria would result in outright rejection of the Bidder’s proposal and/or partner. The Bidder is expected to provide proof for each of the criteria for eligibility evaluation. The proof provided has to be in line with the details mentioned in the Eligibility Criteria compliance sheet. Any credential detail mentioned in Fulfillment of Eligibility Criteria that is not accompanied by relevant proof documents will not be considered for evaluation.

13.2.2 The decision of the Bank would be final and binding on all the Bidders to the outcome of the eligibility bid evaluation. The Bank may accept or reject an offer without assigning any reason what so ever.

S.N. CRITERIA SUPPORTING DOCUMENTS

1 The bidder has to submit Integrity Pact (IP) signed by authorized signatory as prescribed format on a plain paper mentioned in Annexure XIX at the time of bid submission. Bidder shall be liable for rejection in case of non-submission of the same.

Integrity Pact (IP) as per Annexure XIX is to be submitted.

2 The Bidder must be a Corporate Body/ Public or Private Ltd company/Public sector undertaking/ Partnership Firm/LLP/Autonomous body, and should be in existence for minimum 2 years in India.

Supporting documents to be submitted such as Incorporation certificate and Business Commencement Certificate.

3 The Bidder should not have been blacklisted by any Govt. bodies / PSB / PSU. In case, in the past, the name of their Company was black listed by any of the Govt. Authority or PSUs, the same must have been removed from the black list as on date of submission of the tender, otherwise the bid will not be considered.

Self-Declaration/ Undertaking on Company's letter Head signed by authorized person

4 The Bidder must have implemented (Go-live) the proposed solution in at least one Bank/Financial Institution in India.

PO or Work order or Invoice or Letter from client on client letter Head. Reference for each of the PO should contain the Information like Name, and address of the Organization, contact person details etc.

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5 Bidder Should have experience of minimum 02 years in providing Solution for Digital Insurance business in India.

Copy of order and /or certificate of completion of the work. The bidder should also furnish user acceptance report.

6 Bidder must be a single party SI/OEM Self-declaration.

13.3 Phase 2 – Technical Proposal Evaluation

Technical bids of only those Bidders who qualify in the eligibility criteria will be opened and evaluated. Bidders found ineligible will be disqualified and won’t be allowed to participate in technical evaluation. This evaluation will be carried out on a total score of 100 on the basis of the following evaluation parameters defined in this section.

S.N. CRITERIA EVALUATION PARAMETER SCORE SUPPORTING

DOCUMENT

1 Year of establishment (As of 30.09.2021)

2 yrs to less than 3 yrs 3

Certificate of Incorporation


4 yrs & above 5

Maximum Marks 5

2

Experience of Running Solution for Digital Insurance Business in a Bank/FI (As of 30.09.2021)

2 yrs to less than 3 yrs 3 Letter from the respective Bank\s/FI

3 yrs to less than 4 yrs 6 4 yrs & above 10

Maximum Marks 10

3

No of Banks/NBFCs/FIs where the solution is implemented (Go-live) by the Bidder

Minimum 1 3 Letter from the respective Bank\s/FI

2 to 3 6 Above 3 10

Maximum Marks 10

4 Integrations done

With Bank's CBS 2

Supporting document to be annexed / To be demonstrated during presentation.

With Bank's IB/MB 2 With Bank's CRM 2

With Bank's Complaint Management System 2

With Bank's SMS & e-mail Gateway 2

Maximum Marks 10

5 Functional Compliance

In case bidder has functionality listed as per Annexure-XXIII at the time of submission of bid. (2 marks for each functionality)

26

(Annexure-XXIII) Supporting document and demo during presentation

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6 Technical Compliance

In case bidder has technical compliance listed as per Annexure-XXIV at the time of submission of bid. (1 marks for each compliance)

12

(Annexure-XXIV) Bidder has to submit undertaking / provide certificates wherever applicable

7

Maximum No of transactions handled by the Solution in any banks/FI during FY-20/21.*

Score: 80% to 100% (7 Marks)

7

Letters/Certificates from respective Bank/FI

Score: 60% to less than 80% (5 Marks) Score: Less than 60% (3 Marks)

8

Presentation and Products Demonstration for Digital Insurance Solutions

Presentations should cover demonstration of two use cases, UI/UX etc.

20

TOTAL MARKS 100

* Marking in parameter 7 of the above given table is based on percentile method wherein the bidder with highest number of transactions will get 100% marks and the value which made him highest performer will become benchmark for rest of the bidders. Bidders who score 70 marks or above in the technical bid evaluation as mentioned in Para 13.3 will only qualify for the next stage of evaluation (i.e. Commercial bid evaluation). If only one bidder / none of the bidders secures 70 or above marks, Bank has discretion to shortlist the top three bidders scoring highest marks in the technical bid evaluation provided they score minimum 60 marks.

13.4 Phase 3 – Commercial Bid Evaluation

13.4.1 The Commercial Bid will be evaluated based on the Total Cost of Ownership as enumerated in the scope of work in this RFP excluding taxes. Based on the same, Ranking of the Bidders will be determined.

Total Cost of Ownership (TCO)

S.N. Details Cost (excluding tax) (Rs.)

1 Total Application Cost (Table – I )

2 Cost for any additional requirements additional customization/ enhancement, new module for 100 man-days (Table - II)

Total Cost of Ownership (TCO) [1 +2]

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Application Cost (Table-I)

S.N. Details Cost (excluding tax) (Rs.) (i) Perpetual Licensing Cost (ii) Solution implementation cost with 1 year

warranty period

(iii) ATS Cost for Two Years * (iv) Cost of providing one on-site support (two

shifts) for the contract period (Please refer clause no 22 : Service Level Agreement for details)

Total Cost (i+ii+iii+iv) Rupees in word:

Cost for any additional requirements (Table-II)

Description Charges per man day (excl. tax)

Charges for 100 man-days (excl. tax)

Cost for additional requirements additional customization / enhancement, new module

100-man days cost is arrived for computing TCO only. The actual payment would be on prorate basis, subject to bank requirement for changes in the solution. The payment will be made based on the assignment and implementation milestones. Important Terms and Conditions: (a) The bidder shall integrate the solution with the Mobile Banking (MB), Internet Banking

(IB), Website, CBS, Customer Relationship Management (CRM), Bank’s e-mail/SMS Gateway/Bank’s Compliant Management Solution and other systems without any additional cost for integration.

(b) *ATS charges per annum should be minimum 18% of the cost of software/tool components. (c) In case, Bank propose to launch a new Mobile Banking (MB) App and Internet Banking (IB)

Platform during the contract period, the bidder undertakes to provide all APIs to the bank without any additional cost so as to enable Bank to integrate the proposed Solution on new platforms. In that case, development of UI/UX on Mobile App and Internet Banking would be undertaken by the Bank at its own cost.

(d) The Changes in the Solution arising out of regulatory Directions/Compliances during the implementation period will not constitute as Change request and no additional payment will be made by the Bank in this regard.

(e) Warranty period would commence upon Go-live of the solution on IB/MB/Branches. Other Terms & Conditions:

The amounts mentioned in commercial bid should be in INR and exclusive of taxes.

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All other levies, Duties, Charges, freight, insurance, packing, loading and unloading etc. should be included in the bid price.

Bank will not pay any Labour charges for transportation, installation of software, miscellaneous charges separately. All such costs, if any, should be absorbed in the TCO.

The Bidder shall be liable to pay all applicable corporate taxes and income tax that shall be levied according to the laws and regulations applicable from time to time in India

Implementation of the solution on IB/MB/Branches shall be done within 16 weeks from the date the issuance of Purchase Order (PO).

ATS cost, post 3 years of implementation of the solution i.e. after warranty period of 1 year and two years of ATS, would be mutually agreed between the Bank and the bidder.

13.5 Selection Criteria

13.5.1 Methodology for calculating “Score of Individual Bidder (SIB)”: Bank will

give 70% weightage to the technical evaluation score and 30% weightage to the commercial evaluation while computing the “Score of Individual Bidder (SIB)”.

13.5.2 The formula for (SIB) is given below:-

SIB = 0.30 * C Low + 0.70 * T Bid C Bid T High

Where SIB = Score of Individual Bid C Low = Lowest Quote for commercial bid among all bidders. C Bid = Quote for commercial bid of the bidder. T Bid = Technical evaluation score of the technically qualified bidder. T High = Highest technical evaluation score among all technically qualified bidders.

13.5.3 The bidder achieving highest score for Individual Bid (SIB) shall be considered for selection. The score shall be rounded off to four decimal places for determining the SIB. In case of tie in SIB score, bidder with higher technical score will be considered for selection.

13.5.4 However, the Bank shall be under no obligation to accept the highest score for Individual Bid (SIB) or any other offer received in response to this Tender notice and shall be entitled to reject any or all offers including those received late or incomplete offers without assigning any reason whatsoever. The Bank reserves the right to make any changes in the terms and conditions of purchase. The Bank will not be obliged to meet and have discussions with any Bidder, and / or to listen to any representations unless there is change in the terms and conditions of purchase.

13.6 Preference to Make in India

13.6.1 Guidelines on Public Procurement (Preference to Make in India), Order 2017 (PPP-MII Order) and revised order issued vide GOI, Ministry of Commerce and Industry, Department of Industrial Policy and Promotion letter No. P-45021/2/2017(BE-II) dated 04.06.2020 will be applicable for this RFP and allotment will be done in terms of said Order as under:

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13.6.1.1 Among all qualified bids, the bid with highest SIB (Score of bidder) arrived

as per para no 13.5.2 will be termed as L1. If L1 is 'Class-I local supplier', the contract for full quantity will be awarded to L1.

13.6.1.1.1 If L1 is not a 'Class-l local supplier', the lowest bidder among the 'Class-I local supplier', will be invited to match the L1 price subject to Class-I local supplier's quoted price falling within the margin of purchase preference, and the contract shall be awarded to such 'Class-I local supplier' subject to matching the L1 price.

13.6.1.1.2 In case such lowest eligible 'Class-I local supplier' fails to match the L1 price, the 'Class-1 local supplier' with next higher bid within the margin of purchase preference shall be invited to match the L1 Price and so on and contract shall be awarded accordingly. In case none of the 'Class-I local supplier' within the margin of purchase preference matches the L1 price, the contract may be awarded to the L1 bidder.

13.6.1.1.3 "Class-II local supplier” will not get purchase preference in any procurement.

13.7 Restriction on Procurement due to National Security

Government of India order F. No. 7/86/2020/BOA-I dated 07.08.2020 on restrictions on procurements from bidders from a country or countries, on grounds of defense in India, or matters directly or indirectly, related thereto, including national security is applicable for this RFP.

13.7.1 Any bidder from a country which shares a land border with India will be eligible

to bid in this tender only if the bidder is registered with the Competent Authority.

13.7.2 "Bidder" (including the term 'tenderer', 'consultant' or 'service provider' in certain contexts) means any person or firm or company, including any member of a consortium or joint venture (that is an association of several persons, or firms or companies), every artificial juridical person not falling in any of the descriptions of bidders stated hereinbefore, including any agency branch or office controlled by such person, participating in a procurement process.

13.7.3 “Bidder from a country which shares a land border with India" for the purpose of this Order means: - a. An entity incorporated, established or registered in such a country; or b. A subsidiary of an entity incorporated, established or registered in such

country; or c. An entity substantially controlled through entities incorporated,

established or registered in such a country; or d. An entity whose beneficial owner is situated in such a country; or e. An Indian (or other) agent of such an entity; or f. A natural person who is a citizen of such a country; or g. A consortium or joint venture where any member of the consortium or

joint venture falls under any of the above. 13.7.4 The beneficial owner for the purpose of (iii) above will be as under: In case of

a company or Limited Liability Partnership, the beneficial owner is the natural person(s), who, whether acting alone or together, or through one or more

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juridical person, has a controlling ownership interest or who exercises control through other means. Explanation

a. "Controlling ownership interest" means ownership of or entitlement to more than twenty-five per cent. of shares or capital or profits of the company;

b. "Control" shall include the right to appoint majority of the directors or to control the management or policy decisions including by virtue of their shareholding or management rights or shareholders agreements or voting agreements;

13.7.5 In case of a partnership firm, the beneficial owner is the natural person(s). who, whether acting alone or together, or through one or more juridical person, has ownership of entitlement to more than fifteen percent of capital or profits of the partnership;

13.7.6 In case of an unincorporated association or body of individuals, the beneficial owner is the natural person(s), who, whether acting alone or together, or through one or more juridical person, has ownership of or entitlement to more than fifteen percent of the property or capital or profits of such association or body of individuals; Where no natural person is identified under (1) or (2) or (3) above, the beneficial owner is the relevant natural person who holds the position of senior managing official;

13.7.7 In case of a trust, the identification of beneficial owner(s) shall include identification of the author of the trust, the trustee, the beneficiaries with fifteen percent or more interest in the trust and any other natural person exercising ultimate effective control over the trust through a chain of control or ownership.

13.7.8 An Agent is a person employed to do any act for another, or to represent another in dealings with third person.

13.7.9 The successful bidder shall not be allowed to sub-contract works to any contractor from a country which shares a land border with India unless such contractor is registered with the Competent Authority.

14 PRICE COMPARISONS

14.1 Bank will consider the Total Cost of Ownership (TCO) for the project which includes cash outflows for Bank during the project development and implementation and later maintenance for a period of three-years.

14.2 Bank will compute and compare the total cost of all items, as quoted by the Bidders who have qualified on the eligibility and technical specifications and hence short-listed by the Bank. The Bank will calculate total cost of ownership for the project.

14.3 Bidder is expected to provide for services which are required to be extended by the Bidder in accordance with the terms and conditions of the contract.

14.4 Bidder must provide and quote for all products and services as desired by the Bank as mentioned in this RFP. Any products / services not proposed to be provided by the Bidder will result in the proposal being incomplete, which may lead to disqualification of the Bidder.

14.5 End of Sales / End of support: The Bidder has to ensure that any equipment/services supplied as part of this RFP should not have either reached or announced end of sales on the date of such supply or end of support for at least 3 years from the date of going live.

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15 TAXES AND DUTIES

The Bidder shall solely be responsible for all payments (including any statutory payments) to its employees and shall ensure that at no time shall its employees, personnel or agents hold themselves out as employees or agents of the Bank, nor seek to be treated as employees of the Bank for any purpose, including claims of entitlement to fringe benefits provided by the Bank, or for any kind of income or benefits. The Bidder alone shall file all applicable tax returns for all of its personnel assigned hereunder in a manner consistent with its status as an independent contractor of services; and the Bidder will make all required payments and deposits of taxes in a timely manner. Payment of all taxes i.e. GST (CGST/SGST/IGST) will be made at actual, on production of suitable evidence of payment by the Bidder. The Bidder shall be liable to pay all applicable corporate taxes and income tax that shall be levied according to the laws and regulations applicable from time to time in India.

16 RIGHT TO REJECT BIDS Bank reserves the absolute and unconditional right to reject the response to this RFP if it is not in accordance with its requirements and no correspondence will be entertained by the Bank in the matter. The bid is liable to be rejected if:

a) It is not in conformity with the instructions mentioned in the RFP document. b) It is not properly or duly signed & stamped. c) It is received through fax, email or any other non-specified mode. d) It is received after expiry of the due date and time. e) It is incomplete including non-furnishing the required documents. f) It is evasive or contains incorrect information. g) There is canvassing/influencing banks evaluation/decision through any means or any kind. h) It is submitted anywhere other than the place mentioned in the RFP.

17 MODIFICATION AND WITHDRAWAL OF BID

The bidder may modify its bid’s submission anytime by logging in to the website https://ubi.abcprocure.com and uploading the documents again till final submission at last date and time of bid submission. No bid can be modified or withdrawn by the bidder subsequent to the closing date and time for submission of bids. No bid shall be withdrawn in the intervening period between deadline for submission of bids and expiration of period of bid validity specified by bidder in the submitted

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bid. In the event of withdrawal of the bid by bidders, the bidder is liable to be suspended from participation in any future tenders of the Bank for 2 years. No bidder shall be allowed to withdraw the bid, if bidder happens to be successful bidder.

18 RFP RESPONSE

All submissions will become the property of Bank. Recipients shall be deemed to license, and grant all rights to, Bank to reproduce the whole or any portion of their submission for the purpose of evaluation, to disclose the contents of the submission to other Recipients who have registered a submission and to disclose and/or use the contents of the submission as the basis for any resulting RFP process, notwithstanding any copyright or other intellectual property right that may subsist in the submission or Banking documents. Bid properly documented should be submitted by uploading at https://ubi.abcprocure.comon or before stipulated date & time mentioned in the RFP.

19 INTELLECTUAL PROPERTY RIGHTS

In the event of any claim asserted by a third party of infringement of copyright,

patent, trademark, industrial design rights, etc. arising from the use of the

procurement of this RFP or any part/ component thereof in India, the Vendor shall act

expeditiously to extinguish such claim. If the Vendor fails to comply and the Bank is

required to pay compensation to a third party resulting from such infringement, the

Vendor shall be responsible for the compensation including all expenses, court costs

and lawyer fees. The Bank will give notice to the Vendor of such claim, if it is made,

without delay.

20 ADHERENCE TO CYBER SECURITY SYSTEMS

20.1 Bidders are liable for not meeting the security standards or desired security aspects of all the ICT resources as per Bank’s IT/Information Security / Cyber Security Policy. The IT /Information Security/ Cyber Security Policy will be shared with successful bidder. Bidders should ensure Data Security and protection of facilities/application managed by them.

20.2 The deputed persons should aware about Bank’s IT/IS/Cyber security policy and have to maintain the utmost secrecy & confidentiality of the bank’s data including process performed at the Bank premises. At any time, if it comes to the notice of the bank that data has been compromised / disclosed/ misused/misappropriated then bank would take suitable action as deemed fit and selected vendor would be required to compensate the bank to the fullest extent of loss incurred by the bank.

20.3 Bidder has to agree and provide undertaking not to disclose any Bank information and will maintain confidentiality of Bank information as per policy of the Bank and will sign “Non-Disclosure Agreement” document provided by Bank.

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20.4 The legal and regulatory requirements, including data protection, intellectual

property rights, copy right, all the relevant regulations for sub-contracting; including the controls that need to be implemented shall be included in the Vendor agreement.

20.5 All information resources (online/in-person) of the vendors and its partners shall be made accessible to Reserve Bank of India as and when sought. Credentials of vendor/third party personnel accessing and managing the bank’s critical assets shall be maintained and shall be accordance with Bank’s policy.

20.6 The Bank shall evaluate, assess, approve, review, control and monitor the risks and materiality of vendor/outsourcing activities and bidder shall ensure to support baseline system security configuration standards. The Bank shall also conduct effective due diligence, oversight and management of third-party vendors/service providers & partners.

20.7 Vendor criticality assessment shall be conducted for all partners & vendors. Appropriate management and assurance on security risks in outsources and partner arrangements shall be ensured.

21 LIQUIDATED DAMAGES (LD)

If Successful bidder fails to deliver any or all of the Service(s) / Systems or perform the Services within the time period(s) specified in the RFP/Contract / Agreement, BANK shall, without prejudice to its other rights and remedies under and in accordance with the RFP/Contract / Agreement, levy Liquidated Damages (LD) from payments, which are due to the Successful bidder. For calculation of LD:

21.1 LD for delay in delivery/ installation/ implementation of the solution for each week

of delay beyond the scheduled commencing date or part thereof will be a sum equivalent to 0.5% of the TCO or unperformed Services. In case of undue delay beyond a period of 15 days after attaining the maximum penalty of 5% of total project cost, Bank may consider termination of the contract or purchase order.

21.2 The overall LD during implementation will be to a maximum of 5% of the total cost of the project.

21.3 Part of week will be considered as full week. 21.4 Any delay by the bidder in performance of its delivery obligations shall render the

bidder liable to the imposition of liquidation damages, unless extension of time is agreed upon without application of liquidation damages.

21.5 Bank can deduct the amount of liquidated damages from any money belonging to the Successful bidder in its hands (which includes BANK’s right to claim such amount against Successful bidder’s Performance Bank Guarantee) or which may become due to the Successful bidder.

21.6 Any such recovery or liquidated damages shall not in any way relieve the Successful bidder from any of its obligations to complete the works / service(s) or from any other obligations and liabilities under the Contract/Agreement/Purchase Order.

21.7 Bank reserves the right to condone the delay, if it is not attributable to the Successful bidder.

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22 SERVICE LEVEL AGREEMENT

22.1 The Bank notifies the successful Bidder that its Bid has been accepted, the Bidder shall enter into a Service Level Agreement (SLA) with the Bank, containing all the Terms and Conditions of this RFP, including confidentiality, non-disclosure and penalty clauses, and any other clause relevant to the services offered.

22.2 Penalty mentioned in this SLA will be levied on the Bidder based on uptime and compliance level delivered through the implemented solutions and/ or services rendered by the bidder after successful implementation as specified in the Project Plan for Implementation.

22.3 The Bidder shall have to enter into a “Service Level Agreement” with Bank covering all terms and conditions of this tender.

22.4 The Vendor will accomplish preventive and breakdown maintenance activities to ensure that the solution should execute without defect or interruption for at least 99.50% uptime for 24 hours a day, 7 days a week of operation of the machine worked on a quarterly basis. If the service support is less than 24*7 basis, Bank may at its own discretion reject the proposal in total, without assigning any reason.

22.5 Quarterly/Monthly Periodical review and modifications of the solution, homepage, internal pages, images, effects, videos, icons, customer journey, content, response, and other features will be carried out. Also, all the updation/up-gradation should be carried out at midnight (or when the traffic on mobile app/website is lowest) to avoid any inconvenience. Any changes, modifications, updation, up-gradation will be carried out accordingly by the bidder.

22.6 Selected bidder is required to prepare a schedule for maintenance activity and carry them out regularly. Maintenance activity to be carried out at midnight to avoid visitor inconvenience.

22.7 Bidder will also be responsible to design product management process / operation Manual as per best practices.

22.8 The discrepancies found during audit should be complied with in 10 days. Implement the regulatory requirement as per need.

22.9 The bidder will have to trouble-shoot any problems in the solution at a short notice. 22.10 As the Bank digital platforms have to function under the regulations/

recommendations of regulatory authorities such as – Cert-In, GOI, RBI, etc. the service provider will address all issues/ security related threats / vulnerabilities notified to the Bank by these institutions and fix/ resolve them to the satisfaction of these institutions / Bank.

22.11 The percentage uptime is calculated on a quarterly basis of each month in the said quarter using following formula:

Uptime % = Total minutes in a month – Downtime minutes in a month Total minutes in a month 22.12 The Vendor shall provide uninterrupted services for ensuring implementation and

maintenance of all solutions as per the requirements of the Bank in line with this RFP. Inability of the Vendor to either ensure deliverables as per the specifications within defined timelines or to meet the service levels as specified in this RFP shall be treated as breach of contract and would invoke the penalty clause. Service Levels should be complied with irrespective of the customizations that the applications would undergo during the tenure of the Contract. The expected Service levels and the corresponding penalties for noncompliance are given as under:

X 100

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SN Service Area Expected Service Level

Deliverables/ Penalty

1 Solution Failure Problem should be resolved within 24 hours

No Penalty

Problem resolved between 24 to 72 hours.

2% of Monthly Payout

Problem resolved after passage of 72 hours.

5% of Monthly Payout

2 Solution failure leading to the complete disruption of the objective performed by the said devices. (Both DC and DR down at the same time)

10% of Monthly Payout on each occasion. 100% of Monthly Payout if problem not resolved within 48 Hours.

3 Solution Uptime. (Individual systems at DC/ DR)

Uptime % calculated on monthly basis for each solution.

Penalty in % of overall monthly payout

99.50% and above 0.00% 99.00% to 99.49% 2.00% 98.00% to 98.99% 5.00% 95.00% to 97.99% 10.00% 94.99% and less 25.00%

4

Absence of on-site support

Absence of up to 2 days in a month.

Bank may deduct proportionate amount from the payment due to the vendor.

Absence of more than 2 days in a month.

Bank may deduct 1.5 times of absent man-days remuneration from the payment due to the vendor.

Onsite Support

The bidder has to provide onsite technical expert after go-live at Mumbai from 8 AM to 8 PM in a staggered manner (1 on-site support at a time in shifts) except on Sundays and National Holidays for technical support without any additional cost such as travelling, lodging, resources etc. The resource must be OEMs/Bidders staff and should not be outsourced from any third party. In case of Bank’s requirement, vendor may be asked to depute the resources beyond the above stipulated time. The support timing may be changed at Bank’s discretion. In case of need the support shall also be provided on Sundays/Holidays. On-site support should be provided by technical expert conversant with solution implemented in the Bank.

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Qualification of Human Resource (onsite support)

Level 1 engineer (L1)

Minimum educational qualification: Graduate or Diploma or equivalent

Minimum 2 years of experience in the field of Information Security

Should be proficient with Windows Operating Systems and Networking

Should be proficient with basic troubleshooting of proposed Network Access Control

Should be proficient in network technology.

Should be proficient with Firewalls, Windows Active directory, Enterprise Anti-Virus Solution, Patch Management Solution and Network Access Control.

Should have expertise in handling similar solution

Bank reserves the right to interview the professionals to be deployed in the project and reject if not found suitable for the project. At a later stage also if any of the professional found unsuitable or incapable or violates any of the bank guidelines Bank may ask to remove/ replace all such professionals on a short notice.

The onsite team, in each shift, should be able to maintain and support the entire centralized platform as well as all the tools/interfaces associated. This shall be applicable after the completion of go live as per RFP.

Key Responsibility Areas of the Resource (onsite support):

1. Provide support on various issues like performance bottlenecks, health checkup, resolution of any complex operational or performance or security issue.

2. Administration, management and monitoring of the solution. 3. Responsible to resolve security concerns, vulnerabilities, VAPT, maintenance of

security policy in systems (SCD configuration) in consultation with the Bank 4. Guide the application teams to deploy their application & related infrastructure

configuration to development, SIT, UAT, staging, pre-production & production environments/DR, as applicable by using Bank’s ticketing tool.

5. Maintenance of application periodically as per Solution architecture 6. Daily/periodical Reports Generation 7. Ensuring tape/other back-ups on daily basis 8. Conducting DR Drill as per Bank’s business Continuity Policy (BCP) 9. Ensuring DC/DR syncing 10. Movement of application from DC to DR and vice versa as per need of the Bank 11. Ensuring Regulatory Compliance 12. Closure of various audit observations like IS Audit, CISO Audit, RBI, IRDAI, SEBI, Govt

of India audits etc. 13. Any other task(s) associated/ related with the platform and not listed above.

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23 PAYMENT TERMS

23.1 The payment will be released in phases as under:

S. N. Item Description Total Project Cost excluding AMC/ATS (%)

1 Requirement gathering, BRD documentation, UI/UX Journeys and sign-off by bank

10%

2 Development, installation, configuration, hosting testing of solution and sign off by bank for 50* insurance products (end to end digitization) on Bank’s Mobile App and Internet Banking.

15%

3 Go-live & sign off of Solution on Bank’s Mobile App and Internet Banking.

15%

4 Development, installation, configuration, hosting testing of solution and sign off by bank on Branch Module.

30%

5 Go-live & sign off of Solution on Branch Module in DC/DR.

10%

6 Completion of 6 Months warranty post implementation and complete Roll Out (go-live) of Solution on IB/MB/Branches.

20%

a) No advance payment will be made. b) The payment for onsite technical expert (Facility Management) shall be made

quarterly in arrears. c) TDS on payments will be deducted as applicable. d) Bidder has to show the bifurcation/details of GST (CGST/SGST/IGST) in every

invoice. e) All the payments will be made to bidder electronically in Indian Rupees only. f) For Maintenance & Modification: Payment will be made quarterly in arrears for

annual technical support against the receipt of service report of previous quarter from the Bank’s project/operation manager. There shall be no escalation in the prices once the prices are fixed and agreed to by the Bank and the Bidder. Payment will be released by Corporate Office as per above payment terms on submission of delivery challan and installation report. Bank will pay invoices within 30 days from the date of receipt of physical invoice by the Bank, except for those portions of any invoice that the Bank disputes in good faith and in writing. No penalty /Interest will be paid for the delayed payment.

23.2 Bidder will enter into an Annual Technical Support (ATS) agreement with the bank at the discretion of the Bank, after the expiry of warranty period to support the solution for a minimum period of 2 (two) years at the rate quoted in “Commercial Bid”. The agreed ATS rate would be applicable for 24x7 support and response time for issue resolution should not be more than 2 hours.

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23.3 Payment Terms Bidder must accept the payment terms proposed by the Bank. The

commercial bid submitted by the Bidders must be in conformity with the payment terms proposed by the Bank. Any deviation from the proposed payment terms would not be accepted.

23.4 Bank shall have the right to withhold any payment due to the Bidder, in case of delays or defaults on the part of the Bidder. Such withholding of payment shall not amount to a default on the part of the Bank. If any of the items / activities as mentioned in the price bid is not taken up by the bank during the course of the assignment, the bank will not pay the professional fees quoted by the Bidder in the price bid against such activity / item.

24 WARRANTY

24.1 All support & services required for implementation, customization, smooth operation

and maintenance of the Solution, as described in RFP, will be the part of the project deliverables during the contract period (under warranty or post warranty).

24.2 The warranty for the tools and software would be on-site and comprehensive in nature. Warranty will start from the date of full go - live and will be valid for a period of one year. The successful bidder shall provide maintenance and support under warranty, without any extra cost, for a minimum period of one year. Warranty for software will start from the date of final signoff (go-live) by the Bank. Bank will not pay any charges during warranty period.

24.3 Any corruption in the software/tools or any services shall be rectified during the full period of the contract including warranty, if contracted, at no extra cost to the Bank.

24.4 The executions of the service(s) herein are and shall be strictly in accordance and in compliance with all Applicable Laws, as amended from time to time, the regulatory framework governing the same and the Good Industry Practice. It has all permissions, consents, approvals and license from all authorities, regulatory /statutory and non-regulatory, for executing the Service(s).

24.5 The successful bidder warrants that Deliverables and the Services provided by the successful bidder shall be as per the terms of this Agreement. The successful bidder should guarantee that the software supplied to the Bank is licensed and legally obtained. Software must be supplied with their original and complete printed documentation. The successful bidder shall be fully responsible for warranty of all the system components in respect of proper design, quality, material and workmanship of the software, accessories etc. covered by the offer.

24.6 The successful bidder has to upgrade the Solution as and when the product/solution is updated during the contract period.

25 ANNUAL TECHNICAL SUPPORT (ATS)

25.1 The successful bidder must undertake to provide support for the software for

the entire contract period, including warranty period and Annual Technical Support (ATS) period.

25.2 Any regulatory /statutory changes or updates or guidelines as required under the directive of Government of India, Reserve Bank of India or any other

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regulatory/statutory authority must be provided/ upgraded to the Bank free of cost by bidder during warranty and ATS tenure.

25.3 Bidder is expected to provide unconditional comprehensive 24x7 maintenance support during warranty and post-warranty with 2 hours problem resolution commitment.

25.4 The ATS charges per annum should be minimum 18% of the cost of software/tool components.

25.5 The ATS charges shall be released to the vendor quarterly in advance subject to timely submission of applicable documents like invoice, performance availability reports etc.

25.6 The Bank reserves the right to terminate the ATS (if contracted) by giving Successful Bidder, a prior and written notice of one month indicating its intention to terminate the Contract, if the services rendered by the vendor(s) are not satisfactory. In that case, the vendor(s) will refund the proportionate amount of ATS for the rest of the period of the ATS, if any.

25.7 Any decision in this regard by the Bank shall be final, conclusive and binding on the selected Bidder and shall not be questioned/ challenged by the selected Bidder.

26. AUTHORISED SIGNATORY

The selected bidder shall indicate the authorized signatories who can discuss and correspond with the BANK, with regard to the obligations under the contract. The selected bidder shall submit at the time of signing the contract a certified copy of the resolution of their board, authenticated by the company secretary, authorizing an official or officials of the bidder to discuss, sign agreements/contracts with the BANK, raise invoice and accept payments and also to correspond. The bidder shall provide proof of signature identification for the above purposes as required by the BANK.

27. CONFIDENTIALITY

27.1 This RFP document is confidential and is not to be disclosed, reproduced, transmitted, or made available by the bidder to any other person. This RFP document is provided to the bidder on the basis of the undertaking of confidentiality given by the bidder to the Bank. The Bank may update or revise the RFP document or any part of it. The Recipient accepts that any such revised or amended document will be subject to the same confidentiality undertaking.

27.2 The Recipient will not disclose or discuss the contents of the RFP document with any officer, employee, Vendor, director, agent, or other person associated or affiliated in any way with the Bank or any of its customers or suppliers without the prior written consent of the Bank.

27.3 Unauthorized disclosure of any such confidential information will amount to breach of contractual terms and in such cases Bank may pre-maturely terminate the contract and initiate any legal action as deemed fit.

28. INDEMNITY

28.1 Bidder shall indemnify the Bank, and shall always keep indemnified and hold the

Bank, its employees, personnel, officers, directors, (hereinafter collectively referred

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to as “Personnel”) harmless from and against any and all losses, liabilities, claims, actions, costs and expenses (including attorneys' fees) relating to, resulting directly or indirectly from or in any way arising out of any claim, suit or proceeding brought against the Bank as a result of:

Bank’s authorized / bona fide use of the Deliverables and /or the Services provided by Bidder under this RFP; and/or an act or omission of the Bidder and/or its employees, agents, sub-contractors in performance of the obligations under this RFP; and/or claims made by employees or subcontractors or subcontractors’ employees, who are deployed by the Bidder, against the Bank; and/or

Claims arising out of employment, non-payment of remuneration and non-provision of statutory benefits by the Bidder to its employees, its agents, contractors and sub-contractors breach of any of the term of this RFP or breach of any representation or false representation or inaccurate statement or assurance or covenant or warranty of the Bidder under this RFP; and/or

Any or all Deliverables or Services infringing any patent, trademarks, copyrights or such other Intellectual Property Rights; and/or

Breach of confidentiality obligations of the Bidder contained in this RFP; and/or

Negligence or gross misconduct attributable to the Bidder or its employees or sub-contractors; and/or

Loss of data due to Bidder provided facility; and/or

Any deficiency in the services of the Service Provider; and/or

Violation of any applicable laws by the successful bidder, its agents, employees, representatives etc.

28.2 The successful bidder shall protect and save the Bank against all claims, losses, damages, costs, expenses, action suits and other proceedings, resulting from infringement of any patent, trademarks, copyrights etc. by the successful bidder and its employee / agents.

28.3 In the event of successful bidder not fulfilling its obligations under this clause within the period specified in the notice issued, Bank has the right to recover the amounts due to it under this provision from any amount payable to the bidder under this project.

28.4 The indemnities under this clause are in addition to and without prejudice to the indemnities given elsewhere in this RFP. Bidder shall at its own cost and expenses defend or settle at all point of time any claim against the Bank that the Deliverables and Services delivered or provided under this RFP:

(i) Notifies the Bidder in writing as soon as practicable when the Bank becomes aware of the claim; and

(ii) Cooperates with the Bidder in the defense and settlement of the claims. 28.5 However, (i) the Bidder has sole control of the defense and all related settlement

negotiations (ii) the Bank provides the Bidder with the assistance, information and authority reasonably necessary to perform the above and (iii) the Bank does not make any statements or comments or representations about the claim without the prior written consent of the Bidder, except where the Bank is required by any authority/regulator to make a comment / statement / representation. If use of

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deliverables is prevented by injunction or court order because of any such claim or deliverables is likely to become subject of any such claim then the Bidder, after due inspection and testing and at no additional cost to the Bank, shall forthwith either 1) replace or modify the software / equipment with software /equipment which is functionally equivalent and without affecting the functionality in any manner so as to avoid the infringement; or 2) obtain a license for the Bank to continue the use of the software / equipment, as required by the Bank as per the terms and conditions of this Tender and subsequent Agreement and to meet the service levels; or 3) refund to the Bank the amount paid for the infringing software / equipment and bear the incremental costs of procuring a functionally equivalent software / equipment from a third party, provided the option under the sub clause (3) shall be exercised by the Bank in the event of the failure of the Bidder to provide effective remedy under options (1) to (2) within a reasonable period which would not affect the normal functioning of the Bank.

28.6 Bidder shall not be liable for defects or non-conformance resulting from: a) Software, interfacing, or supplies for the solution not approved by Bidder; or b) any change, not made by or on behalf of the Bidder, to some or all of the

software/deliverables supplied by the Bidder or modification thereof, provided the infringement is solely on account of that change .

29. REPRESENTATIONS AND WARRANTIES

29.1 The Bidder claims and represents that it has obtained appropriate rights to

provide/use the Deliverables and Services upon the terms and conditions contained

in this RFP.

29.2 The Bidder represents and warrants that he shall be responsible at its own cost for

obtaining all necessary authorizations and consents from third party licensors of

Software used by Bidder in performing its obligations under this Project.

29.3 If a third party’s claim endangers or disrupts the Bank’s use of the Deliverables, the

Bidder shall at no further expense, charge, fee or cost to the Bank, (i) obtain a

license so that the Bank may continue use of the Deliverables in accordance with

the terms of this RFP.

29.4 Bidder shall indemnify and keep fully and effectively indemnified the Bank from all

legal actions, claims, or damages from third parties arising out of use of software,

designs or processes used by Bidder or his subcontractors or in respect of any other

services rendered under this RFP.

30. NON TRANSFERABLE OFFER

This Request for Proposal (RFP) is not transferable. Only the bidder who has submitted the bid will be eligible for participation in the evaluation process.

31. FORCE MAJEURE

31.1 The Bidder shall not be liable for forfeiture of its performance security, liquidated damages or termination for default, if any to the extent that its delay in

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performance or other failure to perform its obligations under the contract is the result of an event of Force Majeure.

31.2 For purposes of this Clause, "Force Majeure" means an event explicitly beyond the reasonable control of the Bidder and not involving the Bidder’s fault or negligence and not foreseeable. Such events may include, Acts of God or of public enemy, acts of Government of India in their sovereign capacity and acts of war.

31.3 If a Force Majeure situation arises, the Bidder shall promptly notify the Bank in writing of such conditions and the cause thereof within fifteen calendar days. Unless otherwise directed by the Bank in writing, the Bidder shall continue to perform Bidder’s obligations under the Contract as far as is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the Force Majeure event.

31.4 In such a case, the time for performance shall be extended by a period (s) not less than duration of such delay. If the duration of delay continues beyond a period of three months, the Bank and the Bidder shall hold consultations in an endeavor to find a solution to the problem.

32. RESPONSIBILITY FOR COMPLETENESS

Any supplies and services, which might not have been specifically mentioned in this tender but, are necessary for the installation, Configuration, testing, commissioning, performance or completeness of the order, shall be provided/made available as per the time schedule for smooth and efficient operation and maintenance of the system under Indian conditions. The bidder shall be responsible for any discrepancies, errors and omissions in the technical details submitted by him/them, irrespective of whether these have been approved, reviewed or otherwise, accepted by the Bank or not. The Bidder shall take all corrective measures arising out of discrepancies, errors and omissions in drawing and other information as mentioned above within the time schedule and without extra cost to the Bank.

33. EXIT CLAUSE The Bank reserves the right to cancel the contract in the event of happening one or more of the following conditions:

Failure of the successful bidder to accept the contract and furnish the Performance Bank Guarantee within 30 days from receipt of purchase contract.

Delay in delivery beyond the specified period. Delay in completing testing/customization and acceptance tests/ checks

beyond the specified periods; Serious discrepancy in functionality to be provided or the performance levels

which have an impact on the functioning of the solution. In addition to the cancellation of contract, Bank reserves the right to appropriate the damages through encashment of Performance Guarantee given by the Bidder.

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34. TERMINATION OF AGREEMENT

34.1 The Bank shall be entitled to terminate the agreement with the Bidder at any time

by giving thirty (30) days prior written notice to the Bidder. 34.2 It is further agreed that the termination of the Principal Agreement shall in no event

terminate or prejudice the confidential obligations of the Vendor. It is being clarified that in the event of termination of the Principal Agreement, the vendor shall continue to remain bound by the provisions of the Confidentiality clause of the Principal Agreement/RFP.

34.3 Termination shall not absolve the liability of the Bank to make payments of undisputed amounts to the bidder for services rendered till the effective date of termination. Termination shall be without prejudice to any other rights or remedies a party may be entitled to hereunder or at law and shall not affect any accrued rights or liabilities or either party nor the coming into force or continuation in force of any provision hereof which is expressly intended to come into force or continue in force on or after such termination.

34.4 The Bank shall be entitled to terminate the agreement at any time by giving notice if:

a) Bidder breaches its obligations under the tender document or the subsequent agreement and if the breach is not cured within 15 days from the date of notice.

b) The progress regarding execution of the contract/ services rendered by the successful bidder is found to be unsatisfactory.

c) Supply of sub-standard services in the opinion of Bank. d) If deductions of the penalties exceed 5% of the total contract price. e) If the Bidder (i) has a winding up order made against it; or (ii) has a receiver

appointed over all or substantial assets; or (iii) is or becomes unable to pay its debts as they become due; or (iv) enters into any arrangement or composition with or for the benefit of its creditors; or (v) passes a resolution for its voluntary winding up or dissolution or if it is dissolved.

35. CONTRACT PERIOD

The successful bidder shall be required to enter into a contract with Bank within one month of the award of contract or within such extended period as may be specified by Bank. The contract period for this project is 3 years including 1 year warranty and 2 years ATS on software/ licenses post warranty. However, the contract period may be extended further on mutually agreed terms and conditions with approval of competent authority.

36. AUDIT AND INSPECTION OF RECORDS

36.1 All bidder records with respect to any matters covered by this tender shall be made available to Bank at any time during normal business hours, as often as Bank deems necessary, to audit, examine and make excerpts or transcripts of all relevant data.

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36.2 The Reserve Bank of India (RBI) and other regulators have right to inspect

facilities of vendor during the contract period. 36.3 The Vendor shall at all times whenever required furnish all information, records,

logs, data stored in whatsoever form internal or external to the Bank appointed and/or statutory/RBI inspecting auditors and shall extend all cooperation in carrying out of such inspection by the officials or duly authorized representatives of the auditors / inspecting authorities.

36.4 Further the Vendor undertakes to co-operate with the RBI and other regulators to carry out its supervisory functions and objectives and will furnish all records and other information as may call for to carry out inspection and/or other functions. The vendor is required to facilitate the same at no additional cost and shall provide uninterrupted access to the information/documents as required by the statutory /RBI authorities.

37. CONFLICT OF INTEREST

37.1 The Bidder claims and represents that it has obtained appropriate rights to provide/use the Deliverables

37.2 Bank requires that bidder provide professional, objective, and impartial advice and at all times hold Bank’s interest paramount, strictly avoid conflicts with other Assignment(s)/ Job(s) or their own corporate interests and act without any expectations/ consideration for award of any future assignment(s) from Bank.

37.3 Bidder have an obligation to disclose any situation of actual or potential conflict in assignment/job, activities and relationships that impacts their capacity to serve the best interest of Bank, or that may reasonably be perceived as having this effect. If the Bidder fails to disclose said situations and if Bank comes to know about any such situation at any time, it may lead to the disqualification of the Bidder during bidding process or the termination of its Contract during execution of assignment.

38. RFP OWNERSHIP

The RFP and all supporting documentation are the sole property of Union Bank and should NOT be redistributed without prior written consent of Union Bank. Violation of this would be a breach of trust and may, inter-alia cause the bidders to be irrevocably disqualified. The aforementioned material must be returned to Union Bank when submitting the proposal, or upon request; however, bidders can retain one copy for reference.

39. PROPOSAL OWNERSHIP

The proposal and all supporting documentation submitted by the bidders shall become the property of Union Bank of India unless the Bank agrees to the bidder’s specific requests, in writing, the proposal and documentation to be returned.

40. TENDER//RFP CANCELLATION

The Bank reserves the right to cancel the Tender/RFP at any time without assigning any reasons whatsoever.

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41. PUBLICITY

Any publicity by the Service Provider in which the name of the Bank is to be used, will be done only with the explicit written permission of the Bank.

42. RESOLUTION OF DISPUTES, ARBITRATION, JURISDICTION

42.1 Bank and the Bidder shall make every effort to resolve amicably, by direct informal negotiation between the respective project directors of the Bank and the Bidder, any disagreement or dispute arising between them under or in connection with the contract.

42.2 If the Bank Project Director and Bidder Project Director are unable to resolve the dispute after thirty days from the commencement of such informal negotiations, they shall immediately escalate the dispute to the senior authorized personnel designated by the Bidder and Bank respectively.

42.3 If after thirty days from the commencement of such negotiations between the senior authorized personnel designated by the Bidder and Bank, the Bank and the Bidder have been unable to resolve contractual dispute amicably, either party may require that the dispute be referred for resolution through formal arbitration.

42.4 All questions, disputes or differences arising under and out of, or in connection with the contract or carrying out of the work whether during the progress of the work or after the completion and whether before or after the determination, abandonment or breach of the contract shall be referred to arbitration by a sole Arbitrator acceptable to both parties OR the number of arbitrators shall be three, with each side to the dispute being entitled to appoint one arbitrator. The two arbitrators appointed by the parties shall appoint a third arbitrator shall act as the chairman of the proceedings. The award of the Arbitrator shall be final and binding on the parties. The Arbitration and Conciliation Act 1996 or any statutory modification thereof shall apply to the arbitration proceedings and the venue of the arbitration shall be India.

42.5 If a notice has to be sent to either of the parties following the signing of the contract, it has to be in writing and shall be transmitted by registered post with acknowledgement due or by a reputed courier service, in the manner as elected by the Party giving such notice. All notices shall be deemed to have been validly given on (i) the business date immediately after the date of transmission with confirmed answer back, if transmitted by facsimile transmission, or (ii) the expiry of five days after posting if sent by registered post with A.D., or (iii) the business date of receipt, if sent by courier.

42.6 This tender document shall be governed and construed in accordance with the laws of India. The courts of Mumbai alone and no other courts shall be entitled to entertain and try any dispute or matter relating to or arising out of this tender document. Notwithstanding the above, the Bank shall have the right to initiate appropriate proceedings before any court of appropriate jurisdiction, should it find it expedient to do so.

43. NON-SOLICITATION

43.1 The selected bidder, during the term of the contract and for a period of two years after completion of the assignment shall not without the express written consent of

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the Bank, directly or indirectly: 43.1.1 Recruit, hire, appoint or engage or attempt to recruit, hire, appoint or engage

or discuss about employment with or otherwise utilize the services of any person who has been an employee or associate or engaged in any capacity, by the Bank in rendering services in relation to the contract; or

43.1.2 Induce any person who shall have been an employee or associate of the Bank at any time to terminate his/ her relationship with the Bank.

44. ESCROW ARRANGEMENT

44.1 Bidder has to agree to keep source code of proposed solution with approved/recognized escrow agency under escrow arrangements acceptable to the bank for entire project period. Cost of the escrow arrangement to be borne by Bank. Contract will be signed on mutually acceptable terms with bank, service provide and escrow agent.

44.2 The application software should mitigate Application Security Risks; at a minimum those discussed in OWASP top 10 (Open Web Application Security Project).

44.3 The Bank has right to Audit the Application / Source Code by suitable Security Auditor.

44.4 The Bidder shall provide complete and legal documentation of all subsystems, licensed operating systems, licensed system software, and licensed utility software and other licensed software. The Bidder shall also provide licensed software for all software products whether developed by it or acquired from others. The Bidder shall also indemnify the Bank against any levies / penalties on account of any default in this regard.

44.5 In case the Bidder is coming with software which is not its proprietary software, then the Bidder must submit evidence to the satisfaction of Bank in the form of agreement it has entered into with the software vendor which includes support from the software vendor for the proposed software for the full period required by the Bank.

45. SECURITY

45.1 Bidder shall comply with secure coding practice such as OWASP (Open Web

Application Security Project Guidelines) and necessary security features to be built for securing the site from hacking.

45.2 Bidder has to monitor the web site application 24x7 from security threats and ensure its uninterrupted functioning.

45.3 Any unwanted security threat or hacking attempt should be taken on high priority and dealt with immediate effect.

45.4 Lock HTML source code to protect web pages from unauthorized copy. 45.5 Any security breach identified must be informed to Bank immediately and attended

instantly to protect interest of the bank and its customer. Selected vendor would be responsible for providing fix to the problem in consultation with bank’s security team. Any such incidence should be followed by Root Cause Analysis (RCA) and audit of the system.

45.6 Successful Bidder to arrange for comprehensive security audit of the site before launch. The audit to also include monitoring setup, its capabilities and preparedness

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to observe and correct any challenge noticed from inside or outside. The company will also have to get similar audit once in every year and submit the report to bank. The bank will also arrange for an internal/external audit to the entire setup and processes as and when desired. The bidder to extend all possible support to the audit team to examine and update the system to mitigate the observed risk.

45.7 Vulnerability Assessment Penetration Testing (VAPT) should be done at least once a year and additionally based on security threat.

45.8 Add plugins / modules to monitor uptime and check on bot attacks. Alerts and response should work in real time to ensure 100% uptime.

45.9 Take periodical backup of the site

45.10 Build fail safe server mechanism to create replica of live and run this instance in case the live site goes down

45.11 Applications software should be up to date with the latest service pack and patches to protect against attacks.

45.12 Bidder has to agree and provide undertaking not to disclose any Bank information and will maintain confidentiality of Bank information as per policy of the Bank and will sign “Non-Disclosure Agreement” document provided by Bank

45.13 The Vendor shall have to comply with Bank’s IT & IS Security policy. Some of the key areas are as under:

45.13.1 Responsibilities for data and application privacy and confidentiality 45.13.2 Responsibilities on system and software access control and administration 45.13.3 Custodial responsibilities for data, software, hardware and other assets of the

Bank being managed by or assigned to the Vendor 45.13.4 Physical Security of the facilities 45.13.5 Physical and logical separation from other customers of the Vendor 45.13.6 Incident response and reporting procedures 45.13.7 Password Policy of the Bank 45.13.8 Data Encryption/Protection requirements of the Bank. 45.13.9 In general, confidentiality, integrity and availability must be ensured.

46. RECIPIENT OBLIGATION

The Recipient/ Respondent/ Bidder must apply its own care, conduct, investigation and analysis regarding any information contained in the RFP document and the meaning and impact of that information.

47. ERRORS AND OMISSIONS

Each Recipient/ Respondent/ Bidder should notify the Bank of any error, fault, omission, or discrepancy found in this RFP document but not later than last date of receiving clarifications as specified in the RFP.

48. ACCEPTANCE OF TERMS

Recipient will, by responding to the Bank’s RFP document, be deemed to have accepted all the terms as stated in this RFP document in totality without any condition whatsoever.

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ANNEXURE-I

BIDDER PROFILE

S.N. Particulars Response

1

Name & Registered Office Address of the Bidder

2

Type of organization & year of incorporation / Registration. (Copy of certificate of registration / incorporation to be submitted)

3

PAN No (Copy of PAN card to be submitted)

4

GST No (Copy of GST registration to be submitted)

5

Registered Office Address of the Bidder

6

Correspondence address at Mumbai with contact person/s name/s, telephone number, mobile number etc.

7

Contact person/s name/s, telephone number, mobile number etc. for the purpose of this RFP

8

Financial parameters Business Results (last three years) Annual Turnover

(Rs. In Crore) EBITDA

(Rs. In Crore) 2020-21 2019-20 2018-19 (Only company figures need to be mentioned. Not to include group/subsidiary Company figures) *Latest Audited Balance sheet to be enclosed for the last 2 years.

Date: Signature of Signatory: ____________________ Place: Name of Signatory: ____________________

Designation: ____________________ Seal of Company: ____________________

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ANNEXURE-II Bidders Acceptance

(To be submitted on Letterhead of the bidder)

To, The Dy General Manager, Union Bank of India, Digitization Vertical BKC, Mumbai Dear Sir,

Ref:

We,____________________ (name and designation) on behalf of M/s ______________________ having its registered office at ____________________________ have submitted a Bid proposal to Union Bank of India for ______________________________________________ in response to the Request for Proposal (RFP) dated ______________ (DD/MM/YYYY) issued by Union Bank of India. We submit our Bid Documents herewith and undertake and agree to abide by all the terms and conditions stipulated by the Bank in the Proposal under RFP, including all Annexures, agenda and corrigenda.

We confirm as under:

1. We are duly authorized persons to submit this undertaking. 2. We have read and understood the aforesaid RFP and we hereby convey our absolute

and unconditional acceptance to all terms and conditions of the aforesaid RFP. 3. We absolutely & unconditionally accept all the terms and conditions (including scope of

work) as mentioned in various parts of the said RFP/Bid Document. 4. We have submitted our Bid in compliance with the specific requirements as mentioned

in this RFP. 5. We have not been black listed by any tie-up partner or Public Sector Undertaking (PSU)

/PSBs/ Private Banks. 6. There is no case pending against us involving cheating/fraudulent activities. 7. We will not resort to any corrupt practices in any aspect/stage of the contract. 8. There are no vigilance and / or court cases pending against us / company and no inquiry

or investigation pending against us from any statutory regulatory and / or investigation agency

We understand that,

• Bank is not bound to accept any bid received, and Bank may reject all or any bid/s. • If our Bid for the above arrangement is accepted this bid together with Bank’s written

acceptance thereof shall constitute a binding contract between us. • If our bid is accepted, we are to be jointly and severally responsible for the due

performance of the contract.



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ANNEXURE-III

LIST OF DOCUMENTS TO BE SUBMITTED IN RESPONSE TO THE RFP

Reference: RFP for Selection of Vendor for Supply, Installation, Integration, Maintenance and Support of Digital Solution for Insurance Business.

S.N. Documents to be submitted Submitted ( Yes / No)

1 Bidder Profile

2 Bidders Acceptance

3 Board Resolution

4 List of Top Management Executives

5 Information Security Certificate

6 Eligibility Criteria Compliance Sheet

7 Technical Specifications

8 Commercial Bid

9 Self-Declaration on not being blacklisted

10 Details of Experience (Implemented Projects)

11 SPOC Details

12 Know Your Employee (KYE) Clause

13 Status of Pending Litigations

14 Authorization Letter Format

15 Integrity Pact

16 Bid Security Declaration

17 Hardware Sizing and Software/Tool Deliverable

18 List of Software/tools deliverable to the Bank

19 Functional Compliance Sheet

20 Technical Compliance Sheet

21 Certificate of Local Content

22 GST No. Document

23 Copy of PAN Card

24 Article of Association & Memorandum of Association

25 Copy of Audited / CA Certified Financial Statement

26 PO or Work order or Invoice or Letter from client on client letter Head



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ANNEXURE-IV

BOARD RESOLUTION

CERTIFIED TRUE COPY OF THE MEETING OF THE BOARD OF DIRECTORS OF (BIDDER) HELD ON ______________ AT ____________________ “RESOLVED THAT _______________________ and ______________________, Directors/Officers of (Bidder) whose specimen signatures appear below be and hereby jointly and severally authorized to do all such acts, deeds and things as are necessary or required in connection with or incidental to submission of our bid and finalization of our tie-up with the Union Bank of India (“Bank”) in response to the Request For Proposal dated _____________ issued by the bank, on behalf of the Company, including but not limited to signing and submitting all applications. Bids and other documents and writings, participating in bidders’ and other conferences and providing information/responses to the Bank, representing the Company in all matters before the Bank and generally dealing with the Bank in all matters in connection with a relating to or arising out of our bid and the bid process and is authorized to negotiate and conclude the tie-up. Specimen Signature _________________ Name: Designation: Specimen Signature _________________ Name: Designation: Certified true copy for and on behalf of (Bidder) Signature of the Authorized Person with date Name of the Authorized Person : Company rubber stamp/seal:

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ANNEXURE-V

LIST OF TOP MANAGEMENT EXECUTIVES

To, The Dy General Manager, Union Bank of India, Digitization Vertical BKC, Mumbai Dear Sir, Reference: RFP for Selection of Vendor for Supply, Installation, Integration, Maintenance and Support of Digital Solution for Insurance Business. Please find below the list of Top Management Executives in the company as on date with their names, designation & Email ids in the format as given below:

Name Designation Qualification Duration in Company (Years)

Experience in Years

Date: Signature of Signatory: ____________________

Place: Name of Signatory: ____________________

Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-VI

PRE – BID QUERIES Reference: RFP for Selection of Vendor for Supply, Installation, Integration, Maintenance and Support of Digital Solution for Insurance Business. Bidders have to provide their queries on eligibility criteria, scope of work, terms & conditions etc. in excel format as mentioned below. Bidders are requested to categorize their queries under appropriate headings. Bidders are requested to provide a reference of the page number, state the clarification point and the queries/suggestion/deviation that they propose as shown below (all the queries will be entertained in this Microsoft Excel format by e-mail): Queries will not be accepted in any other format other than Microsoft Excel Bidder Name

Contact Person

Contact No / E-mail

S.N. RFP Page No RFP Clause No Clarification Sought



Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-VII

INFORMATION SECURITY CERTIFICATE (To be submitted on Letterhead of the bidder)

Reference: RFP for Selection of Vendor for Supply, Installation, Integration, Maintenance and Support of Digital Solution for Insurance Business. This is to certify that: 1. Hardware and the software/future upgrades being offered do not contain any kind of

malicious code such as Viruses, Trojan, Spyware that would: a) Obstruct the desired and the designed function of hardware. b) Cause physical damage to the user or their equipment during the usage of the

equipment. c) Tap the information regarding network, users and information stored on the network

of the Bank or in its CBS Platform or otherwise. d) Culminate into software attack, cyber-attack, theft of intellectual property rights,

identity theft, theft of equipment or information, sabotage & information extortion; 2. We undertake to be liable in case of any loss that may be caused to the Purchaser due to

the breach of any of the aforesaid assurances & representations and also for any physical damage, loss of information, loss of reputation and those relating to copyright and Intellectual Property Rights (IPRs), caused due to activation of any such malicious code in the hardware / software supplied.

3. We shall make sure that the sensitive data (such as password, financial information, biometric information, personal information etc.) shared by the Bank will be kept within the geographical boundaries of India



Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-VIII

ELIGIBILITY CRITERIA COMPLIANCE SHEET

S.N. CRITERIA COMPLIED

(SUPPORTING DOCUMENT)

1 The bidder has to submit Integrity Pact (IP) signed by authorized signatory as prescribed format on a plain paper mentioned in Annexure XIX at the time of bid submission. Bidder shall be liable for rejection in case of non-submission of the same.

YES / NO (Integrity Pact (IP) as per Annexure XIX is to be submitted.)

2 The Bidder must be a Corporate Body/ Public or Private Ltd company/Public sector undertaking/ Partnership Firm/LLP/Autonomous body, and should be in existence for minimum 2 years in India.

YES / NO (Supporting documents to be submitted such as Incorporation certificate and Business Commencement Certificate.)

3 The Bidder should not have been blacklisted by any Govt. bodies / PSB / PSU. In case, in the past, the name of their Company was black listed by any of the Govt. Authority or PSUs, the same must have been removed from the black list as on date of submission of the tender, otherwise the bid will not be considered.

YES / NO (Self-Declaration/ Undertaking on Company's letter Head signed by authorized person)

4 The Bidder must have implemented (Go-live) the proposed solution in at least one Bank/Financial Institution (Regulated Entity) in India.

YES / NO (PO or Work order or Invoice or Letter from client on client letter Head. Reference for each of the PO should contain the Information like Name, and address of the Organization, contact person details etc.)

5 Bidder Should have experience of minimum 02 years in providing Solution for Digital Insurance business in India.

YES / NO (Copy of order and /or certificate of completion of the work. The bidder should also furnish user acceptance report.)

6 Bidder must be a single party SI/OEM YES / NO (Self-declaration.)



Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-IX TECHNICAL SPECIFICATIONS

S.N. CRITERIA EVALUATION PARAMETER

SCORE SUPPORTING DOCUMENT

1 Year of establishment (As of 30.09.2021)


Certificate of Incorporation


4 yrs & above 5

Maximum Marks 5

2

Experience of Running Solution for Digital Insurance Business in a Bank/FI (As of 30.09.2021)

2 yrs to less than 3 yrs 3 Letter from the respective Bank\s/FI

3 yrs to less than 4 yrs 6 4 yrs & above 10

Maximum Marks 10

3

No of Banks/NBFCs/FIs where the solution is implemented (Go-live) by the Bidder

Minimum 1 3 Letter from the respective Bank\s/FI

2 to 3 6 Above 3 10

Maximum Marks 10

4 Integrations done

With Bank's CBS 2

Supporting document to be annexed / To be demonstrated during presentation.

With Bank's IB/MB 2 With Bank's CRM 2

With Bank's Complaint Management System 2

With Bank's SMS & e-mail Gateway 2

Maximum Marks 10

5 Functional Compliance

In case bidder has functionality listed as per Annexure-XXIV at the time of submission of bid. (2 marks for each functionality)

26

(Annexure-XXIV) Supporting document and demo during presentation

6 Technical Compliance

In case bidder has technical compliance listed as per Annexure-XXV at the time of submission of bid. (1 marks for each compliance)

12

(Annexure-XXV) Bidder has to submit undertaking / provide certificates wherever applicable

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S.N. CRITERIA EVALUATION PARAMETER SCORE SUPPORTING

DOCUMENT

7

Maximum No of transactions handled by the Solution in any banks/FI during FY-20/21.*

Score: 80% to 100% (7 Marks)

7

Letters/Certificates from respective Bank/FI

Score: 60% to less than 80% (5 Marks) Score: Less than 60% (3 Marks)

8

Presentation and Products Demonstration for Digital Insurance Solutions

Presentations should cover demonstration of two use cases, UI/UX etc.

20

TOTAL MARKS 100

* Marking in parameter 7 of the above given table is based on percentile method wherein the bidder with highest number of transactions will get 100% marks and the value which made him highest performer will become benchmark for rest of the participants.



Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-X UNPRICED COMMECIAL BID

The Dy General Manager, Union Bank of India, Digitization Vertical BKC, Mumbai

Dear Sir,

Reference: RFP for Selection of Vendor for Supply, Installation, Integration, Maintenance and Support of Digital Solution for Insurance Business. We, the undersigned, after having examined the Bidding Document/s, the receipt of which is hereby duly acknowledged, submit our Commercial Bid in conformity with the said RFP document/s :- Total Cost of Ownership (TCO)







warranty period








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100-man days cost is arrived for computing TCO only. The actual payment would be on prorate basis, subject to bank requirement for changes in the solution. The payment will be made based on the assignment and implementation milestones. Important Terms and Conditions: (f) The bidder shall integrate the solution with the Mobile Banking (MB), Internet Banking


(g) *ATS charges per annum should be minimum 18% of the cost of software/tool components. (h) In case, Bank propose to launch a new Mobile Banking (MB) App and Internet Banking (IB)


(i) The Changes in the Solution arising out of regulatory Directions/Compliances during the implementation period will not constitute as Change request and no additional payment will be made by the Bank in this regard.

(j) Warranty period would commence upon Go-live of the solution on IB/MB/Branches. Other Terms & Conditions:









Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-XI COMMECIAL BID

The Dy General Manager, Union Bank of India, Digitization Vertical BKC, Mumbai Dear Sir, Reference: RFP for Selection of Vendor for Supply, Installation, Integration, Maintenance and Support of Digital Solution for Insurance Business. We, the undersigned, after having examined the Bidding Document/s, the receipt of which is hereby duly acknowledged, submit our Commercial Bid in conformity with the said RFP document/s :- Total Cost of Ownership (TCO)







warranty period








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100-man days cost is arrived for computing TCO only. The actual payment would be on prorate basis, subject to bank requirement for changes in the solution. The payment will be made based on the assignment and implementation milestones. Important Terms and Conditions: (k) The bidder shall integrate the solution with the Mobile Banking (MB), Internet Banking


(l) *ATS charges per annum should be minimum 18% of the cost of software/tool components. (m) In case, Bank propose to launch a new Mobile Banking (MB) App and Internet Banking (IB)


(n) The Changes in the Solution arising out of regulatory Directions/Compliances during the implementation period will not constitute as Change request and no additional payment will be made by the Bank in this regard.

(o) Warranty period would commence upon Go-live of the solution on IB/MB/Branches. Other Terms & Conditions:









Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-XII

SELF DECLARATION ON NOT BEING BLACKLISTED /BARRED/ DISQUALIFIED BY ANY

REGULATOR/ STATUTORY BODY/ ANY BANK/FI/PUBLIC SECTOR COMPANY

Date:

TO WHOMSOEVER IT MAY CONCERN

This is to certify/confirm that [company name] has not been blacklisted / debarred /

disqualified by any Government Department/ Regulator/ Statutory Organization / Public

Sector Companies / Banks/Financial Institutions in India and there is no dispute including

legal dispute with any client with respect to system implementation and its performance.

For [Company name]

Signature:

Name:

Title:

Company Stamp Note:

This letter should be on the letter-head of the bidder and should be signed by a person

competent and having the power of attorney to bind the bidder. The bidder in its Bid should

include it.

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ANNEXURE-XIII

DETAILS OF EXPERIENCE IN IMPLEMENTATION OF

PROPOSED SOLUTION IN OTHER BANKS/NBFCs/FIs

S. N. Name of the

Bank / NBFC / FI

Description of

Services offered

(Online + Offline)

Date of

Go-Live

Platforms

(MB*/ IB*/ Branch)

* MB- Mobile Banking

IB – Internet Banking



Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-XIV

Format for Performance Bank Guarantee (Covering Delivery obligations)

NOTE:

1. This guarantee should be furnished by a Nationalized Bank / Scheduled Bank, other than Union Bank of India, as per the following format.

2. This bank guarantee should be furnished on stamp paper value as per Stamp Act. (not less than Rs.500/-).

3. The stamp paper should be purchased either in the Name of the Bank executing the Guarantee or in the name of Union Bank of India.

4. This Bank Guarantee should be furnished within 30 days from the date of purchase order or the delivery period prescribed in the purchase order whichever is earlier.

5. This Bank Guarantee should be directly sent to the Purchaser by the Issuing Bank under Registered Post with Acknowledge Due.

To, Union Bank of India, Digitization Vertical 10th Floor, Naman Center, BKC, Bandra (E), Mumbai – 400 051 Dear Sir,

In consideration of Union Bank of India, 10th Floor, Naman Center, BKC, Bandra (E), Mumbai-400 051 placing an order for Request for Proposal (RFP) for Selection of Vendor for Supply, Installation, Integration, Maintenance and Support of Digital Solution for Insurance Business. on __________________ having registered office at _____________________ (hereinafter

called the vendor) as per the purchase contract entered into by the vendor vide purchase

contract no ____________ dated __________ (hereinafter called the said contract), we

________________( Name of the Guarantor Bank), a 'schedule bank', issuing this guarantee

through its branch at __________ presently located at

__________________________________________________________ (hereinafter called the

bank), do hereby irrevocably and unconditionally guarantee the due performance of the

vendor as to the ) for Request for Proposal (RFP) for ------- as per the said contract entered

into by the vendor with you.

If the said vendor fails to implement or maintain the system or any part thereof as per the

contract and on or before the schedule dates mentioned therein, we _____________ (Name

of the Guarantor Bank), do hereby unconditionally and irrevocably agree to pay the amounts

due and payable under this guarantee without any demur and merely on demand in writing

from you during the currency stating that the amount claimed is due by way of failure on the

part of the vendor or loss or damage caused to or suffered / or would be caused to or suffered

by you by reason of any breach by the said vendor of any of the terms and conditions of the

said contract, in part or in full. Any such demand made on us shall be conclusive as regards

the amount due and payable under this guarantee.

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We ______________( Name of the Guarantor Bank), further agree that this guarantee shall

continue to be valid will you unless you certify that the vendor has fully performed all the

terms and conditions of the said contract and accordingly discharge this guarantee, or until

______________ , whichever is earlier. Unless a claim or demand is made on us in writing

under this guarantee on or before ______________, we shall be discharged from all our

obligations under this guarantee. If you extend the schedule dates of performance under the

said contract, as per the terms of the said contract, the vendor shall get the validity period

of this guarantee extended suitably and we agree to extend the guarantee accordingly at the

request of the vendor and at our discretion, provided such request is served on the bank on

or before ______________.

Failure on part of the vendor in this respect shall be treated as a breach committed by the

vendor and accordingly the amount under this guarantee shall at once become payable on the

date of receipt of demand made by you for payment during the validity of this guarantee or

extension of the validity period.

You will have fullest liberty without affecting this guarantee to postpone for any time or from

time to time any of your rights or powers against the vendor and either to enforce or forebear

to enforce any or all of the terms and conditions of the said contract. We shall not be released

from our liability under this guarantee by the exercise of your liberty with reference to

matters aforesaid or by reason of any time being given to the vendor or any other forbearance

act or omission on your part or any indulgence by you to the vendor or by any variation or

modification of the said contract or any other act, matter or thing whatsoever which under

the law relating to sureties would but for the provisions hereof have the effect of so releasing

us from our liability hereunder.

In order to give full effect to the guarantee herein contained you shall be entitled to act as

if we are your principal debtors in respect of all your claims against the vendor hereby

guaranteed by us as aforesaid and we hereby expressly waive all our rights of surety ship and

other rights if any which are in any way inconsistent with the above or any other provision of

this guarantee.

The words the vendor, the beneficiary of this guarantees i.e. Yourself, and ourselves i.e.

__________________( Name of the Guarantor Bank), unless repugnant to the context or

otherwise shall include their assigns, successors, agents, legal representatives. This guarantee

shall not be effected by any change in the constitution of any of these parties and will ensure

for and be available to and enforceable by any absorbing or amalgamating or reconstituted

company or concern, in the event of your undergoing any such absorption, amalgamation or

reconstitution.

This guarantee shall not be revocable during its currency except with your prior consent in

writing. This guarantee is non-assignable and non-transferrable.

Notwithstanding anything contained herein above:

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I) Our liability under this bank guarantee shall not exceed 5% of the TCO.

II) This bank guarantee shall be valid up to _____________.

III) We are liable to pay the guaranteed amount or any part thereof under this bank

guarantee only if you serve upon us a written claim or demand (and which should be

received by us), on or before ____________ 12:00 hours (Indian standard time) where

after it ceases to be in effect in all respects whether or not the original bank guarantee

is returned to us.

This guarantee deed must be returned to us upon expiration of the period of guarantee.

Signature ……………………………………

Name …………………………………………

(In Block letters)

Designation …………………………………

(Staff Code No.)…………………………

Official address:

(Bank’s Common Seal)

Attorney as per power of Attorney No.

Date:

WITNESS:

1……………………………………………… (Signature with Name, Designation & Address)

2……………………………………………… (Signature with Name, Designation & Address)

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ANNEXURE - XV SPOC DETAILS


Subject: Request for Proposal (RFP) for Selection of Vendor for Supply, Installation, Integration, Maintenance and Support of Digital Solution for Insurance Business.

Please find below the contact details of the SPOC:

S.N. Particulars Response

1

Name of the Single Point of Contact (SPOC)

2

Designation of SPOC

3

Contact Details of SPOC

1. Mobile Number 2. E-mail ID 3. Address



Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-XVI

Know Your Employee (KYE) Clause

(Bidder has to submit Undertaking on company letter head as per format given below). 1. We ______________________ (name of the company) hereby confirm that all the Resource

(both on-site and off-site) deployed/to be deployed on Bank’s project for

______________________________________________________________________ (Name of

the RFP) have undergone KYE (Know Your Employee) process and requisite checks have been

performed prior to employment of said employees as per our policy.

2. We undertake and agree to save defend and keep harmless and indemnified the Bank

against all loss, cost, damages, claim penalties expenses, legal liability because of non-

compliance of KYE and of misconduct of the employee deployed by us to the Bank.

3. We further agree to submit the required supporting documents (Process of screening,

Background verification report, police verification report, character certificate, ID card

copy, Educational document, etc.) to Bank before deploying officials in Bank premises for

_____________________________________________________________ (Name of the RFP).”



Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-XVII

STATUS OF LITIGATIONS PENDING PERTAINING TO THE BIDDER S.N. Other party to litigation Case no Status of bidder in

litigation (Applicant/ Respondent)

Briefs of litigation



Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-XVIII

AUTHORIZATION LETTER FORMAT

[To be given on Company letter head]

Authorization to sign documents* pertaining to bid submission against RFP

No.___________________________ for appointment of service provider.

It is certified that service provider/firm M/s…………………………… having its registered office

at………..……………………. is submitting a bid proposal against RFP No. ………………………………..for

appointment of service provider in Union Bank of India.

In connection with the above Shri……………………………………….working with the company

as………………has been duly authorized to sign bid proposal documents or any other documents

related to this bid submission.

Company/firm is liable of the consequences arising by the act of signing bid documents by

Shri……………………………………

Specimen Signature: Signature:

Name of designated authorized Signatory: Name of Signatory:

Designation: Designation:

(Seal of company) (Seal of company)

Date: Date:

Place: Place:

* If bidder is a company, certified copy of the extract of Company’s; Board Resolution to this

effect shall be required.

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ANNEXURE-XIX

PRE CONTRACT INTEGRITY PACT Tender Ref. No:

INTEGRITY PACT

Whereas Union Bank of India having its registered office at Union Bank Bhavan, 239, Vidhan Bhavan Marg, Nariman Point, Mumbai, India -400 021 acting through its Digitization Department, represented by General Manager / Dy. General Manager hereinafter referred to as the Buyer and the first party, proposes to procure (Name or category of the Equipment, services, etc.) hereinafter referred to as Stores and / or Services.

And

M/s_____________________________ represented by_____________ Chief Executive Officer, (which term, unless expressly indicated by the contract, shall be deemed to include its successors and its assignee), hereinafter referred to as the bidder/seller and the second party, is willing to offer/has offered the Stores and / or Services. 2. Whereas the Bidder/Seller is a private company/public company/ /partnership/registered export agency, constituted in accordance with the relevant law in the matter and the BUYER is a Public Sector Undertaking and registered under Companies Act 1956. Buyer and Bidder/Seller shall hereinafter be individually referred to as “Party” or collectively as the “parties”, as the context may require.

3. Preamble

Buyer has called for tenders under laid down organizational procedures intending to enter into contract /s for supply / purchase / etc. of __________________ and the Bidder /Seller is one amongst several bidders /Proprietary Vendor /Customer Nominated Source/Licensor who has indicated a desire to bid/supply in such tendering process. The Buyer values and takes primary responsibility for values full compliance with all relevant laws of the land, rules, regulations, economic use of resources and of fairness / transparency in its relations with its Bidder (s) and / or Seller(s). In order to achieve these goals, the Buyer will appoint Independent External Monitor(s) (IEM) in consultation with Central Vigilance Commission, who will monitor the tender process and the execution of the contract for compliance with the principles mentioned above. 4. Commitments of the Buyer

4. 1 The Buyer commits itself to take all measures necessary to prevent corruption and fraudulent practices and to observe the following principles: -

(ii) No employee of the Buyer, personally or through family members, will in connection with the tender, or the execution of a contract demand, take a promise for or accept, for self or third person, any material or immaterial benefit which the person is not legally entitled to.

(iii) The Buyer will during the tender process treat all Bidder(s) /Seller(s) with equity and reason. The Buyer will in particular, before and during the tender

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process, provide to all Bidder (s) /Seller(s) the same information and will not provide to any Bidders(s) /Seller(s) confidential /additional information through which the Bidder(s) / Seller(s) could obtain an advantage in relation to the process or the contract execution. (iii) The Buyer will exclude from the process all known prejudiced persons.

4.2 If the Buyer obtains information on the conduct of any of its employees which is a

criminal offence under the Indian Legislation Prevention of Corruption Act 1988 as amended from time to time or if there be a substantive suspicion in this regard, the Buyer will inform to its Chief Vigilance Officer and in addition can initiate disciplinary action.

5 Commitments of the Bidder(s) /Seller(s):

5.1 The Bidder(s)/ Seller(s) commit itself to take necessary measures to prevent corruption. He commits himself to observe the following principles during his participation in the tender process and during the contract execution.

(i) The Bidder(s) /Seller(s) will not directly or through any other persons or firm, offer promise or give to any of the Buyer’s employees involved in the tender process or the execution of the contract or to any third person any material or other benefit which he / she is not legally entitled to, in order to obtain in exchange any advantage during the tendering or qualification process or during the execution of the contract. (ii) The Bidder(s) /Seller(s) will not enter with other Bidders / Sellers into any undisclosed agreement or understanding, whether formal or informal. This applies in particular to prices, specifications, certifications, subsidiary contracts, submission or non-submission of bids or any other actions to restrict competitiveness or to introduce cartelization in the bidding process. (iii) The bidder(s) /Seller(s) will not commit any offence under the Indian legislation, Prevention of Corruption Act, 1988 as amended from time to time. Further, the Bidder(s) /Seller(s) will not use improperly, for purposes of competition or personal gain, or pass on to others, any information or document provided by the Buyer as part of the business relationship, regarding plans, technical proposals and business details, including information constrained or transmitted electronically. (iv) The Bidder(s) /Seller(s) shall ensure compliance of the provisions of this Integrity Pact by its sub-supplier(s) / sub-contractor(s), if any, Further, the Bidder /Seller shall be held responsible for any violation/breach of the provisions by its sub-supplier(s) /Sub-contractor(s).

5.2 The Bidder(s) /Seller(s) shall ensure compliance of the provisions of this Integrity Pact

by its sub-supplier(s) / sub-contractor(s), if any, Further, the Bidder /Seller shall be held responsible for any violation /breach of the provisions by its sub-supplier(s) /subcontractor(s).

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5.3 The Bidder(s) /Seller(s) will not instigate third persons to commit offences outlined above or be an accessory to such offences.

5.4 Agents / Agency Commission

The Bidder /Seller confirms and declares to the Buyer that the bidder/Seller is the original manufacturer/authorized distributor / stockiest of original manufacturer or Govt. Sponsored /Designated Export Agencies (applicable in case of countries where domestic laws do not permit direct export by OEMS of the stores and /or Services referred to in this tender / Offer / contract / Purchase Order and has not engaged any individual or firm, whether Indian or Foreign whatsoever, to intercede, facilitate or in any way to recommend to Buyer or any of its functionaries, whether officially or unofficially, to the award of the tender / contract / Purchase order to the Seller/Bidder; nor has any amount been paid, promised or intended to be paid to any such individual or firm in respect of any such intercession, facilitation or recommendation. The Seller / Bidder agrees that if it is established at any time to the satisfaction of the Buyer that the present declaration is in anyway incorrect or if at a later stage it is discovered by the Buyer that the Seller incorrect or if at a later stage it is discovered by the Buyer that the Seller/Bidder has engaged any such individual /firm, and paid or intended to pay any amount, gift, reward, fees, commission or consideration to such person, party, firm or institution, whether before or after the signing of this contract /Purchase order, the Seller /Bidder will be liable to refund that amount to the Buyer. The Seller will also be debarred from participating in any RFP / Tender for new projects / program with Buyer for a minimum period of five years. The Buyer will also have a right to consider cancellation of the Contract / Purchase order either wholly or in part, without any entitlement of compensation to the Seller /Bidder who shall in such event be liable to refund agents / agency commission payments to the buyer made by the Seller /Bidder along with interest at the rate of 2% per annum above LIBOR (London Inter Bank Offer Rate) (for foreign vendors) and Base Rate of SBI (State Bank of India) plus 2% (for Indian vendors). The Buyer will also have the right to recover any such amount from any contracts / Purchase order concluded earlier or later with Buyer.

6. Previous Transgression

6.1 The Bidder /Seller declares that no previous transgressions have occurred in the last three years from the date of signing of this Integrity Pact with any other company in any country conforming to the anti-corruption approach or with any other Public Sector Enterprise in India that could justify Bidder’s /Seller’s exclusion from the tender process. 6.2 If the Bidder /Seller makes incorrect statement on this subject, Bidder /Seller can be disqualified from the tender process or the contract, if already awarded, can be terminated for such reason without any liability whatsoever on the Buyer.

7. Company Code of Conduct Bidders /Sellers are also advised to have a company code of conduct (clearly rejecting the use of bribes and other unethical behavior) and a compliance program for the implementation of the code of conduct throughout the company.

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8. Sanctions for Violation

8.1 If the Bidder(s) /Seller(s), before award or during execution has committed a transgression through a violation of Clause 5, above or in any other form such as to put his reliability or credibility in question, the Buyer is entitled to disqualify the Bidder(s) /Seller (s) from the tender process or act as per the procedure mentioned herein below:

(i) To disqualify the Bidder /Seller with the tender process and exclusion from future contracts.

(ii) To debar the Bidder /Seller from entering into any bid from Buyer for a period of two years.

(iii) To immediately cancel the contract, if already signed /awarded without any liability on the Buyer to compensate the Bidder /Seller for damages, if any. Subject to Clause 5, any lawful payment due to the Bidder/Seller for supplies effected till date of termination would be made in normal course.

(iv) To encash Advance Bank Guarantees / Performance Bonds / Warranty Bonds, etc. which may have been furnished by the Bidder /Seller to the extent of the undelivered Stores and / or Services.

8.2 If the Buyer obtains Knowledge of conduct of Bidder /Seller or of an employee or representative or an associate of Bidder /Seller which constitutes corruption, or if the Buyer has substantive suspicion in this regard, the Buyer will inform to its Chief Vigilance Officer.

9. Compensation for Damages

9.1 If the Buyer has disqualified the Bidder(s) /Seller(s) from the tender process prior to the award according to Clause 8, the Buyer is entitled to demand and recover the damages. 9.2 If the Buyer has terminated the contract according to Clause 8, or if the Buyer is entitled to terminate the contract according to Clause 8, the Buyer shall be entitled to encash the advance bank guarantee and performance bond / warranty bond, if furnished by the Bidder / Seller, in order to recover the payments, already made by the Buyer for undelivered Stores and / or Services.

10. Price Fall Clause

The Bidder undertakes that it has not supplied /is not supplying same or similar product/systems or subsystems at a price lower than that offered in the present Bid in respect of any other Ministry /Department of the Government of India or PSUs during the currency of the contract and if it is found at any stage that same or similar product /Systems or Subsystems was supplied by the Bidder to any other Ministry /Department of the Government of India or a PSU or any Public Sector Bank at a lower price during the currency of the contract, then that very price will be applicable to the present case and the difference in the cost would be refunded by the Bidder to the Buyer, if the contract has already been concluded.

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11. Independent External Monitor(s)

11.1 The Buyer has appointed independent External Monitors for this Integrity Pact in consultation with the Central Vigilance Commission (Names and Addresses of the Monitors are given in RFP).

11.2 As soon as the integrity Pact is signed, the Buyer shall provide a copy thereof, along with a brief background of the case to the independent External Monitors.

11.3 The Bidder(s) / Seller(s) if they deem it necessary, may furnish any information as relevant to their bid to the Independent External Monitors.

11.4 If any complaint with regard to violation of the IP is received by the buyer in a procurement case, the buyer shall refer the complaint to the Independent External Monitors for their comments / enquiry.

11.5 If the Independent External Monitors need to peruse the records of the buyer in connection with the complaint sent to them by the buyer, the buyer shall make arrangement for such perusal of records by the independent External Monitors.

11.6 The report of enquiry, if any, made by the Independent External Monitors shall be submitted to MD & CEO, Union Bank of India, Union Bank Bhavan, Vidhan Bhavan Marg, Nariman Point, Mumbai -21 within 2 weeks, for a final and appropriate decision in the matter keeping in view the provision of this Integrity Pact.

12. Law and Place of Jurisdiction This Integrity Pact is subject to Indian Laws, and exclusive Jurisdiction of Courts at Mumbai, India. 13. Other Legal Actions The actions stipulated in this Integrity Pact are without prejudice to any other legal action that may follow in accordance with the provision of the extant law in force relating to any civil or criminal proceedings. 14. Integrity Pact Duration

14.1 This Integrity Pact begins when both parties have legally signed it. It expires for the successful Bidder / Seller 10 months after the last payment under the contract, and for all other Bidders / Sellers within 6 months form date of placement of order / finalization of contract.

14.2 If any claim is made/ lodged during this time, the same shall be binding and continue to be valid despite the lapse of this Integrity Pact as specified above, unless it is discharged / determined by MD & CEO, Union Bank of India.

14.3 Should one or several provisions of this Integrity Pact turn out to be invalid, the reminder of this Integrity Pact remains valid. In this case, the parties will strive to come to an agreement to their original intentions.

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15 Other Provisions

15.1 Changes and supplements need to be made in writing. Side agreements have not been made. 15.2 The Bidders (s)/ Sellers (s) signing this IP shall not initiate any Legal action or approach any court of law during the examination of any allegations/complaint by IEM and until the IEM delivers its report. 15.3 In view of nature of this Integrity Pact, this Integrity Pact shall not be terminated by any party and will subsist throughout its stated period. 15.4 Nothing contained in this Integrity Pact shall be deemed to assure the bidder / Seller of any success or otherwise in the tendering process.

16. This Integrity Pact is signed with Union Bank of India exclusively and hence shall not be treated as precedence for signing of IP with MoD or any other Organization. 17. The Parties here by sign this Integrity Pact at________________on ________________ (Seller/Bidder) and ___________on __________ (Buyer) BUYER BIDDER * /SELLER* Signature: Signature: General Manager/Dy G M, Authorized Signatory (*) Union Bank of India, ………………………….. Division Date: Date: Stamp: Stamp: Witness Witness 1. ______________________ 1. ____________________ 2.______________________ 2______________________ (*) – Authorized signatory of the company who has also signed and submitted the main bid.

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ANNEXURE –XX

Bid Security Declaration


Subject: Request for Proposal (RFP) for Selection of Vendor for Supply, Installation, Integration, Maintenance and Support of Digital Solution for Insurance Business.

We ________________________ (bidder name), hereby undertake that we are liable to be

suspended from participation in any future tenders of the Bank for 2 years from the date of

submission of Bid in case of any of the following:

1. If the bid submitted by us is withdrawn/modified during the period of bid validity.

2. If any statement or any form enclosed by us as part of this Bid turns out to be false /

incorrect at any time during the period of prior to signing of Contract.

3. In case of we becoming successful bidder and if:

a) we fail to execute Contract within the stipulated time.

b) we fail to furnish Performance Bank Guarantee within the timelines stipulated

in this RFP document.

Yours faithfully,



Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-XXI

Hardware Sizing and Software/Tool Deliverable (Bidder has to furnish the sizing details of proposed Hardware and Software/tools components deliverable to bank as per the format)

Hardware Sizing The Bidder must specify complete details of Hardware and other systems required for successful implementation of the offered Solution, in the following format.

Sr. No.

Module/ Item Module Description Requirement Quantity

1 Hardware - Bank’s on premise cloud infrastructure (Processor core and speed, RAM, HDD, etc.)

2 Operating System (Windows Server 2012 or higher / Red Hat Linux 7 or higher on Bank’s on premise cloud infrastructure)

3 ORACLE Database

Note:

1. The resource including CPU utilization of any server/ appliance should not go beyond

70%. If the same crosses the threshold of 70% five times in a day or 10 times in a week, bidder should fine tune the application to ensure the utilization within the aforesaid threshold without any additional cost to the bank.

2. Oracle Database licenses will be provided by the bank. If proposed solution requires

any other database other than Oracle, bidder has to provide database and absorb the cost within the TCO.

Please mention Make / Model (if any), type and number of processors, Memory, bus speed, hard disk & Operating System number of users, license type, version etc.



Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-XXII

List of Software/tools deliverable to the Bank

Sr. No.

Software Purpose of

Software

Salient Features

License Type (Open /

Free/Closed Source)

License qty if not unlimited.

1.

2. 3.



Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-XXIII

Functional Compliance Sheet

S.N. FUNCTIONALITY AVAILABLE

IN PRODUCT (Y/N)

1 Module for User Creation, Creating Organization Master, Product Master.

2 Insurance Product listing, Premium Calculation, policy data submission, document upload, policy status, renewal of policies

3 Paperless issuance of insurance policies at branches through OTP validations from customer and Specified Persons (SPs)

4

Transaction Facilities - New Policy initiation, Policy renewal, Recurring premium, Endorsement, Cancellations, Surrender of policy, Switch from one scheme/fund to other in case of ULIP policies, Assignment / Re-assignment, Lien – Invoke and Revoke

5 Document Management System (DMS) Module - Track, Scan, Upload, Store and Retrieve Documents

6 Module for Capturing online e-NACH / Auto Debit mandates

7 Module for Claim Submission and Monitoring Claims status

8 Module for Commission Reconciliation of New and Renewal Premium

9 Module for Specified Person (SP) Management

10 Module supporting Direct Marketing - Sending Bulk SMS/E-mails to the existing investors as well as pre-defined prospective customers

11 Solution to have capability to capture online journey drops on IB/MB to create lead funnel and push the lead/data to Bank’s CRM

12 Solution shall have the capability to update Bank's CBS/CRM on issuance of insurance policy through reverse feed from insurers for 360 degree view of customer

13

Module to provide post sales service including Service to print policy copy and premium receipt, Policy status of new as well as existing policy, Policy endorsement, Know Policy details – Benefits, Renewal of policy, File a claim and track it on real time, Access to List of Hospitals, Insurer Branch List and Motor Garage locations etc., Raise a Service Request and upload missing documents against specific policy, History of previous transactions – premium payments, claims etc.



Designation: ____________________

Seal of Company: ____________________

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ANNEXURE-XXIV

Technical Compliance Sheet

S.N. Technical Specification Compliance (Y/N)

1 Whether the Bidder comply with secure coding practice such as OWASP

2 Whether Bidder has deployed secure production, disaster recovery and testing environments for the Solution

3 Whether quarterly vulnerability assessment and penetration testing is being done by the Fin-Tech for their infrastructure

4 Whether suitable Security Certifications (ISO, PCI-DSS etc.) of the security posture at vendor environment are in place?

5 Whether the bidder maintains logs for privileged access to their critical systems?

6 Whether the Solution follows Cyber Security norms.

7 Whether the bidder has tools required for sanity testing and ability to conduct sanity testing of the application

8

Whether the Technology Solution Provider’s environment is suitably protected from external threats by way of Firewall, WAF, IDS/IPS, AD, AV, NAC, DLP

9 Whether Technology Solution Provider has a well-defined process to implement Firewall rules in their environment?

10

Whether proper log generation, storage, management and analysis happens for the Technology Solution Provider application?

11

Whether Technology Solution Provider has deployed secure environments for their applications for Production, Disaster recovery & Testing environments

12

If the Technology Solution Provider has deployed any open source or free software in their environment whether security review has been done for such software?



Designation: ____________________

Seal of Company: ____________________

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Annexure XXV

Certificate of Local Content

(Self-Certificate by bidder and OEM, giving the percentage of local content on letter head with stamp and seal should be submitted.They shall also give details of the location(s) at which the local value addition is made) To, The Dy General Manager, Union Bank of India, Digitization Vertical BKC, Mumbai Dear Sir,

Ref.: RFP No.: Dated:

This is to certify that proposed ______________ <product details> is having the local content of ___________ % as defined in the above-mentioned RFP.

This certificate is submitted in reference to the Public Procurement (Preference to Make in India), Order 2017 – Revision vide Order No. P-45021/2/2017-PP (BE-II) dated June 04, 2020.

_______________________________________________________(Details of Locations

where value additions are made) Date: Signature of Signatory: ____________________


Designation: ____________________

Seal of Company: ____________________

REQUEST FOR PROPOSAL (RFP) - Union Bank of India

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